About the position
Rotech 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. We are seeking a dedicated Customer Service Technician to join our team. In this position, you are responsible as needed for the delivery, set up, and maintenance of medical equipment, oxygen, and supplies, and the instruction to patients and/or caregivers concerning proper use and maintenance of equipment. Position is also responsible as needed for providing customer service over the phone and in-person to patients and referral sources.
Responsibilities
- Adheres to company policies and procedures in regards to using personnel protective safety equipment
- Assists with updating respiratory grid
- Available for on-call assignments as needed
- Completes all necessary delivery forms and paperwork including, but not limited to invoices, work orders, manifests and logs, patient care instructions, route sheets, etc.
- Coordinates verification of Medicare, Medicaid, and private insurance coverage information
- Delivers, sets up and maintains equipment at the delivery address using company/personal vehicle
- Develops and maintains working knowledge of current products and services offered by the company and all applicable governmental regulations
- Educates the patient and/or caregiver on the safe use and maintenance of the delivered items
- Maintains assigned company vehicle in a clean and safe working condition
- Maintains referral log
- Manages all aspects of intake: answering the phone and receiving faxes, collecting patient and referral source information, data input into IMBS, printing tickets, assembling charts and processing paperwork
- Monitors office supplies
- Observes additional needs that the patient may have and reports same during morning meeting
- Prepares CMNs/SOPs for Sales Reps and documents on tracking log
- Prepares complete and accurate files for Billing Department
- Prepares tickets for daily routes
- Provides service for walk-in patients
- Reports equipment hazards and/or product incidents as required
- Works with location personnel to coordinate deliveries
- Ability to work cooperatively with others
- Deal politely with patients and referral sources
- Manage several tasks at once
- Performs other duties as assigned
Requirements
- High school diploma or GED equivalent, required
- Valid driver’s license in state of residence with a clean driving record (when applicable for the position)
Nice-to-haves
- Experience with medical equipment, preferred
- One year of related work experience, preferred
- Medical terminology, preferred
Benefits
- 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
