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Customer Service Representative- NPWT

Rotech Healthcare Inc

This is a Full-time position in Roy, UT posted September 14, 2021.

OVERVIEW

Rotech Healthcare Inc. is still hiring to help serve our patients during this time of the COVID 19

As your Home Respiratory and DME equipment and services provider, our number one priority is the safety of our patients and our employees. PPE is provided to all of our employees that will have contact with patients.

We have implemented the following measures:

  1. We are maintaining social distancing of at least 6 feet in both the workplace and during home delivery/pickup, whenever possible.
  2. We are asking patients to complete a screening questionnaire to determine high-risk situations for our employees.
  3. We have enhanced cleaning procedures for all of our equipment.
  4. We are communicating frequently with our employees regarding the latest guidance from the CDC.
  5. Rotech is a federal contractor and certain contracts require our employees to provide proof of the COVID 19 Vaccination.

JOB INFORMATION

Summary

We are seeking a dedicated Customer Service Representative-NPWT to join our Rotech team. In this position you will provide support to the customers of the Support Center (patients, referral sources and employees) by performing tasks related to patient care and third party reimbursement. Primarily responsible for new order intake to encompass accuracy with clinical, billing and care related information and processing. First line of contact with new customers.

Essential Duties and Responsibilities

  • Adheres to and implements all company policies and procedures, including but not limited to Clinical Programs
  • Brings ideas for process or efficiency improvements to supervisor
  • Builds relationships with locations, field management, patients, HHA, and referral sources
  • Certain functions require outbound calling and data entry
  • Collects co-pays and deductible amounts
  • Complies with applicable laws and regulations
  • Conducts insurance verification and eligibility for services/products
  • Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns
  • Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA/DOT and JCAHO guidelines
  • Develops and maintains working knowledge of current products and services offered by the company and all applicable governmental regulations (can this be changed to knowledge of NPWT)
  • Enhances organization reputation by accepting ownership of duties and promoting a caring and supportive environment consistent with our mission
  • Maintains accuracy and quality control throughout patient contact and data input
  • Manages all aspects of initial intake: answering the phone and receiving faxes, collecting patient and referral source information, inputting data into IMBS and eIntake, printing tickets, assembling charts and processing paperwork
  • Obtains authorization and qualification documentation
  • Understanding different wound types, and what is required
  • Ability to read physician notes, and what to look for monthly.
  • Working all holds to get all NPWT claims billed 
  • Practices safe work habits, ensuring a safe work environment
  • Prepares complete and accurate files for Billing Department
  • Processes new order and getting approval for delivery back to the locations within 90 minutes.
  • Responds to questions, resolves issues or forwards to appropriate personnel in a timely manner to ensure patient, referral, and employee satisfaction
  • Processes work VA NPWT orders to field locations or through Biomed and coordinates timely fulfillment of products and services ordered
  • Provides education to referral sources, patients and employees on

    Job Requirements:
    for service and 3rd party billing

  • Provides product/service information by answering questions, offering assistance
  • Provides technical assistance to customers as required
  • Provides thorough review and Quality Assurance for medical necessity and documentation requirements of payors and regulatory bodies
  • Works extensively with eIntake proprietary system
  • Identifies and resolves problems in a timely manner
  • Works with the Biomed Department to ensure shipping and return of equipment
  • Contacts patients to schedule return of equipment
  • Contacts patient or HHA for monthly re-supply, and monthly wound measurements
  • Troubleshoots issues with the NPWT equipment
  • Works with Contracting to ensure new carriers are created and entered into eIntake
  • Contacts STD NPWT Team to create and maintain VA consignment closets 
  • Maintain the 24/365 contract schedule by being on call after NBH
  • Performs other duties as assigned

QUALIFICATIONS

Employment is contingent on

  • Background investigation (company-wide)

Education and/or Experience

  • High school diploma or GED equivalent
  • One to three years of related prior work experience in a team-oriented environment
  • Experience in medical field and administrative record management
  • Strong customer service background

Skills, Knowledge and Abilities

  • Effectively communicate in English; both oral and written, with physicians, location employees and patients to ensure questions and concerns are processed in a timely manner
  • Helpful, knowledgeable and polite while maintaining a positive attitude
  • Interpret a variety of instructions in a variety of communication mediums
  • Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME)
  • Knowledge of insurance policies and requirements
  • Knowledge of medical billing practices and of billing reimbursement
  • Maintain confidentiality and practice discretion and caution when handling sensitive information
  • Medical terminology
  • Multi-task along with attention to detail
  • Read and successfully interpret written directions and/or instructions in English
  • Self-motivation, organized, time-management and deductive problem solving skills
  • Sense of urgency and responsiveness to physicians, location employees and patients
  • Work independently and as part of a team

Physical Demands

  • Lifting of 10lbs.
  • Requires sitting, walking, standing, talking or listening; extensive hours sitting at a desk
  • Requires close vision to small print on computer and or paperwork; extensive hours working on the computer

Machines, Equipment and Technical Abilities

  • Email transmission and communication
  • Internet navigation and research
  • Microsoft applications including but not limited to Word, Excel, etc.
  • Office equipment; fax machine, copier, printer, phone and computer

Work Environment

  • Office environment

ROTECH INFORMATION

Benefits

  • 401k
  • Medical, Dental and Vision
  • Life Insurance and Disability
  • Generous Paid Time Off and Paid Holidays
  • Bonus and Incentive Opportunities (Non-Exempt and Exempt)

Make the Right Move, Create your Profile 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 / resume to, Sign into your account.  We appreciate your interest in Rotech Healthcare Inc.

TEXT ROTECH TO 51893 TO JOIN OUR TALENT NETWORK                          

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. Rotech Healthcare Inc. is a DRUG FREE WORKPLACE

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