Experienced Sleep Therapy Customer Service Representative - Hybrid Work Model with Career Growth Opportunities

Join Rotech Healthcare Inc. as a Customer Service Representative and Make a Difference in Patients' Lives

Rotech Healthcare Inc. is a national leader in providing life-enhancing medical equipment and services to patients across 45 states. We're committed to empowering patients to manage their health and treatment at home, and we're looking for a dedicated and compassionate Customer Service Representative to join our team.

About Us

At Rotech, we believe that healthcare should be accessible, affordable, and patient-centered. Our team of experts works tirelessly to provide high-quality medical products, services, and outstanding customer care through hundreds of locations nationwide. If you're passionate about delivering exceptional customer experiences and making a positive impact on people's lives, we want to hear from you.

Job Overview and Responsibilities

We're seeking an experienced Sleep Therapy Customer Service Representative to join our Sleep Central Inbound Call Center in our Murray Operations division. As a key member of our team, you'll be responsible for providing top-notch customer service to patients, caregivers, and healthcare professionals. Your primary focus will be on new order intake, ensuring accuracy with product selection and utilization guidelines, and verifying patient demographics, payer, and physician-related information.

Key Responsibilities:

• Acts as patient advocate to resolve questions or concerns in a timely and professional manner
• Collects patient information and inputs data into e-Intake, ensuring accuracy and quality control
• Completes thorough verification for products and services, adhering to Medicare, Medicaid, insurance regulations, and FDA and JCAHO guidelines
• Develops and maintains a working knowledge of current products and services offered by the company, as well as industry regulations and guidelines
• Identifies and resolves problems in a timely and effective manner, escalating complex issues as needed
• Makes outbound calls to collect patient data, as required
• Manages high-volume inbound phone calls, ensuring prompt and courteous service
• Processes related patient paperwork, if assigned
• Provides basic technical customer service assistance for CPAP equipment and supplies
• Educates patients and location employees on CPAP supplies and equipment
• Utilizes e-Intake proprietary system to maintain accuracy and quality control throughout initial patient contact and data input
• Performs other duties as assigned, demonstrating flexibility and a willingness to adapt to changing priorities

Qualifications and Requirements

To succeed in this role, you'll need a strong customer service background, excellent communication skills, and the ability to work in a fast-paced, dynamic environment. We're looking for individuals who are self-motivated, organized, and passionate about delivering exceptional customer experiences.

Essential Qualifications:

• 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, with a proven track record of delivering exceptional customer experiences
• Basic computer and internet skills, with the ability to learn proprietary systems and software
• Valid driver's license in state of residence with a clean driving record (when applicable for the position)

Preferred Qualifications:

• Knowledge of billing reimbursement and insurance policies and requirements
• Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME)
• Medical billing practices and terminology
• Experience working in a call center or customer service environment

Skills, Knowledge, and Abilities:

• Effective communication skills, both oral and written, with the ability to interact with physicians, employees, and patients
• Helpful, knowledgeable, and polite, with a positive attitude and a patient-centered approach
• Ability to interpret a variety of instructions in different communication mediums
• Multi-tasking and attention to detail, with the ability to prioritize tasks and manage competing demands
• Self-motivation, organization, and time-management skills, with the ability to work independently and as part of a team
• Ability to maintain confidentiality and practice discretion when handling sensitive information

What We Offer

At Rotech, we're committed to supporting the well-being and career growth of our employees. We offer a comprehensive benefits package, including:

• Competitive salary, starting at $15.50 per hour, with a monthly bonus program opportunity and potential unlimited earnings
• Generous paid time off and paid holidays
• Medical, dental, and vision insurance
• 401(k) plan and employee discount program
• Life insurance and disability benefits
• Employee recognition program and bonus and incentive opportunities
• Mileage reimbursement (when applicable for the position)

Work Environment and Company Culture

We're proud of our company culture, which values diversity, inclusivity, and teamwork. As a Customer Service Representative, you'll have the opportunity to work in a hybrid environment, combining remote work with time in our office. We're committed to providing a supportive and engaging work environment that fosters growth and development.

Physical Demands:

• Lift minimum of 10lbs
• Prompt and regular attendance is required
• Requires close vision to small print on computer and or paperwork
• Requires sitting, walking, standing, talking, or listening

Machines, Equipment, and Technical Abilities:

• Email transmission and communication
• Internet navigation and research
• Microsoft applications, including Word, Excel, and other software
• Office equipment, including fax machine, copier, printer, phone, and computer

Career Growth Opportunities and Learning Benefits

At Rotech, we're committed to supporting the career growth and development of our employees. As a Customer Service Representative, you'll have the opportunity to develop new skills, take on new challenges, and advance in your career. We're proud of our training programs, which are designed to equip you with the knowledge and skills you need to succeed in your role.

Equal Opportunity Employer

Rotech Healthcare Inc. is an equal opportunity employer, committed to recruiting, employing, training, promoting, and compensating 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.

Ready to Make a Difference?

If you're passionate about delivering exceptional customer experiences and making a positive impact on people's lives, we want to hear from you. Apply now to join our team as a Customer Service Representative and start your journey with Rotech Healthcare Inc.

Apply Now

Apply Now