CPAP Customer Service Representative

OVERVIEW:
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. For additional information, visit our company homepage 

JOB INFORMATION:
Job Summary

We are seeking a dedicated Special Projects CPAP Customer Service Representative to join our team. In this position, you are responsible for inbound calls from ShopRotech website, assist patients with product details, selection, utilization guidelines and return requests; manages special projects related to increasing orders or revenue. Process CPAP Direct tickets, verification of required documents, deciphering prescriptions for proper machine settings and accuracy of supplies ordered. Obtains correct equipment and adjusts settings on device following the physician’s orders. Includes obtaining correct supplies from pick line, packaging and shipping orders with precision.

 

Essential Job Duties and Responsibilities

(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.)

Assists customer in processing orders through website

Assists Inbound Call Center taking inbound calls and assisting patients with questions issues or resupply request

Build relationships with locations, patients and referral sources

Certified by RRT to read physicians orders and apply settings to equipment

Conducts insurance verifications for products and services

Develop and maintain working knowledge of current products and services offered by the company

Gathers information regarding equipment problems and or failures

Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully

Initiates process to obtain CPAP Direct tickets from Customer Support Center team after completion

Learn and understand basic insurance guidelines

Maintain accurate and quality control throughout processing of tickets

Manages special projects related to increase in orders or revenue

Obtaining correct supplies from pick line per ticket

Packaging and shipping accuracy

Process patient orders through online system or manually

Provide education to referral sources, patients and employees on equipment and supplies

Provide technical customer service assistance

Resolve tracking issues for packages shipped through courier

Review physician’s orders for correct equipment settings

Troubleshoots problems based on patient input regarding the scope and/or magnitude of failure

Verify orders making sure that they are complete, accurate and all documentation required has been obtained

Performs other duties as assigned

QUALIFICATIONS:
Employment is contingent on

Background investigation (company-wide)

Drug screen (when applicable for the position)

Valid driver’s license in state of residence with a clean driving record (when applicable for the position)

Required Education and/or Experience

High school diploma or GED equivalent, required

Preferred Education and/or Experience

Experience in medical field and administrative record management, preferred

Medical terminology, preferred

One year of related work experience, preferred

Strong customer service background, preferred

Skills and Competencies

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

Sense of urgency and responsiveness to physicians, location employees and patients

Work independently and as part of a team

Machines, Equipment and Technical Abilities

Email transmission and communication

Internet navigation and research

Microsoft applications; Outlook, Word and Excel

Office equipment; fax machine, copier, printer, phone and computer and/or tablet

Physical Demands

Lift and carry office equipment at times

Requires sitting, walking, standing, talking and listening; extensive hours sitting at a desk

Requires close vision to small print on computer and/or tablet and paperwork; extensive hours working on the computer

ROTECH INFORMATION:
Benefits

401k

Medical, Dental and Vision

Life Insurance and Disability

Generous Paid Time Off and Paid Holidays

Employee Discount Program

Employee Recognition Program

Bonus and Incentive Opportunities 

Mileage reimbursement (when applicable for the position)

Telephone reimbursement (when applicable for the position)

Make the Right Move 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 to, . All positions are posted for a min of 5 days and positions are opened until filled with a qualified applicant, generally no greater than 200 days. We appreciate your interest in Rotech Healthcare Inc.

 

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.