Medical Equipment Customer Service Supervisor

Rotech Healthcare Inc
US - North Carolina - High Point
January 29, 2025

About RotechRotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions and home medical equipment. We help patients lead a more comfortable and productive life by keeping them engaged in their care and empowering them to manage their health and treatment at home. Rotech provides high quality medical products, services and outstanding customer care through hundreds of locations across 45 states. For additional information, visit our company homepage Rotech.comOverview and ResponsibilitiesJob Summary

We are seeking a dedicated Customer Service Supervisor to join our team. In this position, you are responsible for overseeing and participating in customer service activities to maintain all Rotech protocols within Rotech's Policy and Procedures while monitoring related information intake for patients, referral sources, and third party payers.

Essential Job Duties and Responsibilities

(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.)

Assists in resolving patient equipment problems
Assists in securing necessary billing documents and annual oxygen orders on a regular basis
Complies with all applicable company policies, procedures, and patient protocols
Complies with all current government/state regulations and professional standards involving patient care and information intake
Conducts quality control checks on subordinate paperwork
Develops and maintains working knowledge of current HME products and services offered by the company and all applicable insurance guidelines respecting eligibility for coverage and reimbursement
Ensures courteous and efficient service is provided to patients and referrals
Exercises initiative and sound judgment to obtain desired objectives of all patient services and other patient care areas
Maintains tracking of referrals and open discharges
Monitors held item for additional information and review
Participates in Performance Improvement program to meet company and JCAHO standards
Receives telephone communication from referral sources and customers (including patient intake and obtaining accurate billing information)
Reviews paperwork for completion and accuracy as it pertains to policy
Troubleshoots problems regarding orders, supplies, and insurance billing
Works cooperatively with physicians, patients, office staff, and other personnel
Provides direct supervision for CSR staff in the location
Performs other duties as assigned

QualificationsEmployment is contingent on

Background investigation (company-wide)
Drug screen (when applicable for the position)
Valid driver's license in state of residence with a clean driving record (when applicable for the position)

Required Education and/or Experience

High school diploma or GED equivalent, required

Preferred Education and/or Experience

Experience with medical equipment, preferred
Experience with medical billing practices and of billing reimbursement, preferred
Experience in medical field and administrative record management, preferred
One year of related work experience, preferred
Medical terminology, preferred

Skills and Competencies

Effectively communicate in English; both oral and written
Interpret a variety of communications (verbal, non-verbal, written, listening and visual)
Maintain confidentiality, discretion and caution when handling sensitive information
Multi-task along with attention to detail
Self-motivation, organized, time-management and deductive problem solving skills
Work independently and as part of a team

Machines, Equipment and Technical Abilities

Email transmission and communication
Internet navigation and research
Microsoft applications; Outlook, Word and Excel
Office equipment; fax machine, copier, printer, phone and computer and/or tablet

Physical Demands

Lift and carry office equipment at times
Requires close vision to small print on computer and/or tablet and paperwork
Requires contact with patients and equipment with potential exposure to contagious pathogens
Requires lifting (minimum of 35 pounds) and transporting of patient equipment
Requires sitting, walking, standing, talking and listening

Rotech InformationBenefits

Generous paid time Off and paid holidays
Overtime pay for non-exempt hourly positions based on business needs
Commission for Account Executives
Fixed and variable rate car reimbursement for Area Managers and Account Executives
Employee discount program
Employee recognition program
Bonus and incentive opportunities
Mileage reimbursement (when applicable for the position)
Telephone reimbursement (when applicable for the position)
EAP
401k
Medical, Prescription, Dental and Vision
HSA and FSA/Dependent Care FSA
Life Insurance, Disability, Accidental death, Identity protection and Legal services
Meru Health Mental health and Mercer SmartConnect Medicare programs
Livongo Diabetes and High Blood Pressure programs
Healthcare Bluebook and RX Savings solutions programs
HEPB and TB vaccinations

Make the Right Move and Submit your Resume Today! The hiring manager reviews resumes and contacts applicants that have related experience to the applied position. To view the status of a position that you submitted your profile to, Sign into your account. All positions are posted for a min of 5 days and positions are opened until filled with a qualified applicant, generally no greater than 200 days. We appreciate your interest in Rotech Healthcare Inc.

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities. Rotech Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment and compensates employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, physical or mental disability, pregnancy or any other personal characteristic protected by applicable federal, state and local laws governing nondiscrimination in employment in each locality where Rotech has employees.

Read the full job description and apply online on the recuiter's web-site

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