Experienced Remote Customer Service Representative – Sleep Therapy Inbound Call Center and Medical Equipment Support Specialist

Introduction to Rotech Healthcare Inc.

Rotech Healthcare Inc. is a renowned national leader in providing top-notch medical equipment and services, including ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions, and home medical equipment. Our mission is to empower patients to manage their health and treatment at home, leading to a more comfortable and productive life. With hundreds of locations across 45 states, we are committed to delivering high-quality products, services, and outstanding customer care. For more information about our company, please visit our homepage at Rotech.com.

Job Overview and Responsibilities

We are seeking a dedicated and experienced Sleep Therapy Inbound Customer Service Representative to join our Sleep Central Inbound Call Center team in the Murray Operations division. As a customer service representative, you will be the first line of contact for CPAP resupply customers, responsible for providing exceptional customer service, resolving questions or concerns, and performing tasks related to CPAP resupply. Your primary responsibilities will include new order intake, verifying and entering correct patient demographics, payer and physician-related information, and assisting customers with basic sleep coaching and equipment maintenance.

Key Responsibilities:

• Act as a patient advocate to resolve questions or concerns in a timely and professional manner
• Collect patient and source information and input data into e-Intake with high accuracy
• Complete thorough verification for products and services to ensure compliance with regulations and guidelines
• Develop and maintain a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA and JCAHO guidelines
• Develop and maintain working knowledge of current products and services offered by the company, including CPAP equipment and sleep therapy solutions
• Identify and resolve problems in a timely manner, using effective communication and problem-solving skills
• Make outbound calls as needed to collect patient data and follow up on customer inquiries
• Manage all aspects of initial intake via high-volume inbound phone calls, ensuring prompt and efficient service
• Process related patient paperwork and tickets to ensure timely fulfillment of product orders
• Provide basic technical customer service assistance for CPAP equipment and sleep therapy solutions
• Provide education to patients and location employees on CPAP supplies and sleep therapy best practices
• Use e-Intake proprietary system to maintain accuracy and quality control throughout initial patient contact and data input
• Perform other duties as assigned by management, including participating in training and quality improvement initiatives

Essential Qualifications

To be successful in this role, you will need to meet the following essential qualifications:

• High school diploma or GED equivalent
• One to three years of related prior work experience in a team-oriented environment, preferably in customer service or medical administration
• Experience in the medical field and administrative record management, including knowledge of medical terminology and billing practices
• Strong customer service background, with excellent communication and interpersonal skills
• Basic computer and internet skills, including proficiency in Microsoft applications such as Word and Excel
• Valid driver's license in state of residence with a clean driving record (when applicable for the position)
• Ability to pass a background investigation and drug screen (when applicable for the position)

Preferred Qualifications

While not required, the following preferred qualifications will be considered an asset:

• Knowledge of billing reimbursement and insurance policies and requirements
• Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME)
• Experience with medical billing practices and regulations
• Certification in customer service or medical administration, such as CCSP or CMA
• Bilingual or multilingual skills, with ability to communicate effectively with diverse patient populations

Skills, Knowledge, and Abilities

To excel in this role, you will need to possess the following skills, knowledge, and abilities:

• Effective communication skills, both oral and written, with ability to interpret and respond to customer inquiries and concerns
• Helpful, knowledgeable, and polite demeanor, with ability to maintain a positive attitude in a fast-paced environment
• Ability to multi-task and prioritize tasks, with attention to detail and organizational skills
• Self-motivation, time-management, and deductive problem-solving skills, with ability to work independently and as part of a team
• Knowledge of medical terminology and billing practices, with ability to learn and adapt to new systems and technologies
• Ability to maintain confidentiality and practice discretion and caution when handling sensitive patient information

Physical Demands

The physical demands of this role include:

• Lifting a minimum of 10lbs, with ability to sit, walk, stand, talk, or listen for extended periods
• Prompt and regular attendance, with ability to work a standard Monday to Friday schedule (8:30am-5pm)
• Requires close vision to small print on computer and/or paperwork, with ability to use office equipment such as fax machine, copier, printer, phone, and computer

Machines, Equipment, and Technical Abilities

The following machines, equipment, and technical abilities are required for this role:

• Email transmission and communication, with ability to use Microsoft applications such as Word and Excel
• Internet navigation and research, with ability to use e-Intake proprietary system and other software applications
• Office equipment, including fax machine, copier, printer, phone, and computer, with ability to troubleshoot and resolve technical issues

Benefits and Compensation

We offer a competitive salary, starting at $15.50 per hour, plus a monthly bonus program opportunity with potential unlimited earnings. Our comprehensive benefits package includes:

• 401k retirement plan, with company match
• Medical, dental, and vision insurance, with flexible spending accounts
• Life insurance and disability benefits, with optional supplemental coverage
• Generous paid time off and paid holidays, with ability to accrue vacation and sick leave
• Overtime pay for non-exempt hourly positions, with opportunity for career advancement and professional growth
• Employee discount program, with discounts on company products and services
• Employee recognition program, with rewards and incentives for outstanding performance
• Bonus and incentive opportunities, with potential for unlimited earnings
• Mileage reimbursement (when applicable for the position), with ability to work from home after successful completion of in-office training
• Telephone reimbursement (when applicable for the position), with ability to use company-provided equipment and software

Career Growth Opportunities and Learning Benefits

At Rotech Healthcare Inc., we are committed to providing our employees with opportunities for career growth and professional development. As a customer service representative, you will have access to:

• Comprehensive training programs, with onboarding and ongoing training and support
• Professional development opportunities, with ability to attend conferences and workshops
• Career advancement opportunities, with potential for promotion to leadership roles
• Mentorship programs, with ability to work with experienced professionals and learn from their expertise
• Cross-training opportunities, with ability to learn new skills and take on new challenges

Work Environment and Company Culture

Our work environment is fast-paced and dynamic, with a focus on teamwork and collaboration. We value our employees and strive to create a positive and supportive work environment, with:

• Open communication and feedback, with ability to share ideas and concerns
• Recognition and rewards for outstanding performance, with employee recognition programs and bonuses
• Opportunities for growth and development, with comprehensive training programs and career advancement opportunities
• A diverse and inclusive workplace, with commitment to equal employment opportunity and diversity
• A culture of excellence, with focus on quality and customer satisfaction

Conclusion

If you are a motivated and customer-focused individual with a passion for healthcare and customer service, we encourage you to apply for this exciting opportunity. As a Sleep Therapy Inbound Customer Service Representative, you will play a critical role in providing exceptional customer service and support to our patients and customers. With a competitive salary, comprehensive benefits package, and opportunities for career growth and professional development, this is an opportunity you won't want to miss. Apply now and take the first step towards a rewarding and challenging career with Rotech Healthcare Inc.

How to Apply

To apply for this position, please submit your resume and cover letter through our website. We thank all applicants for their interest; however, only those selected for an interview will be contacted. Rotech Healthcare Inc. is an equal opportunity employer, committed to diversity and inclusion in the workplace.

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