CPAP Customer Service Representative REMOTE

Rotech Healthcare Inc. is hiring a CPAP Customer Service Representative to manage patient intake and customer communications related to durable medical equipment and respiratory products. The role coordinates new patient setups, order processing, insurance verification, documentation, authorizations, and reimbursement-related tasks across multiple locations.

Responsibilities:

• Primarily communicates with patients/clients, referral sources and Rotech sister locations both verbally and in writing to ensure patient/client questions and concerns are processed in a timely manner
• Communicates and works with operations and sales staff to reduce internal workflow issues and errors that affect processing time-lines and patient care
• Complies with all applicable company policies and procedures to meet JCAHO and company standards
• Complies with and follows internal and company-wide operating protocols in processing role
• Examines and proposes improvements to increase efficiencies, decrease processing time-line, and minimize errors
• Hold themselves accountable to their goals, regularly and proactively communicate progress, plans, and problems to supervisor as well as providing solutions to challenges that arise
• Focused Teams include the following; OIP which resolve a minimum of 30 Orders In-Progress per day, IDP which process a minimum of 20 accounts per day, Confirmation Team which confirms a minimum of 45 tickets per day and the Inbox team which process a minimum of 25 instances per day
• Processes new orders: inputs new patient set-ups, verify insurance eligibility and order requirements, follow up and obtain missing documentation, obtain authorizations, collect patient balances, work with 3rd party platforms, communicate with patient regarding their set up expectations and completes daily assigned work in an accurate and timely manner
• Proficient at managing varying expectations per each referral source and sales rep
• Verifies Medicare, Medicaid, and private insurance coverage information and maintains expertise of insurance requirements by product line
• Performs other duties as assigned

Requirements:

• High school diploma or GED equivalent, required
• Accurately perform simple mathematical calculations
• 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
• Email transmission and communication
• Telephone communication
• Internet navigation and research
• Microsoft applications; Outlook, Word and Excel
• 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