CSR Market Operations Supervisor in Denton, TX at Rotech Healthcare Inc.

Date Posted: 4/13/2021

Job Snapshot

Job Description


YES, Rotech is STILL HIRING to help serve our patients during this time of the COVID-19. Our business has picked up!!  SUBMIT your RESUME today for a manager to review.

As your Home Respiratory and DME equipment and services provider, our number one priority is the safety of our patients and our employees. PPE is provided to all of our employees that will have contact with patients.

We have implemented the following measures:

  • We are maintaining social distancing of at least 6 feet in both the workplace and during home delivery/pickup, whenever possible.
  • We are asking patients to complete a screening questionnaire to determine high-risk situations for our employees.
  • We have enhanced cleaning procedures for all of our equipment.
  • We are communicating frequently with our employees regarding the latest guidance from the CDC.



    We are seeking a dedicated Customer Service Representative Market Operations Supervisor to join the Rotech team. This position is responsible for the day-to-day management of a team of highly specialized CSRs held to the highest standards of all Customer Service Representatives. This person will exercise management principles to ensure profitability, control assets and communicate company philosophy and objectives to the staff and community.

    Essential Duties and Responsibilities

    • Accountable for the financial and operational performance of the Region Processing team
    • Adheres to and implements all company policies and procedures
    • Assures competencies are completed prior to staff doing tasks independently where required per policy
    • Assures weekly update of open ticket and setup reports
    • Available for on-call assignments as needed
    • Communicates company and team policies and announcements on a timely basis to location employees
    • Conducts weekly reviews with staff to provide performance feedback and coaching
    • Creates, maintains, and manages to standard business processes and communicates progress, problems, and plans with stakeholders including supervisor, location managers, sales staff and senior level management
    • Develops a customer service team including Region Processing Specialists
    • Develops and maintains working knowledge of current Medicare, Medicaid, insurance regulations, and FDA/DOT and JCAHO guidelines
    • Develops and maintains working knowledge of current products and services offered by the company and all applicable governmental regulations
    • Ensures that all employees are building relationships with patients and referral sources
    • Ensures that all employees complete their daily tasks in an accurate and timely manner and reach daily/weekly productivity expectations
    • Fulfill duties and responsibilities of other team personnel during their scheduled and unscheduled time off
    • Interviews and hires staff as needed as approved by senior management with emphasis on recruiting best-qualified candidates
    • Keeps supervisors abreast of important location issues or concerns
    • Maintains a high level of satisfaction with patients, referral sources, and location employees
    • Maintains a professional and clean working environment
    • Maintains and updates all manuals necessary for company operations and establishes processes to evaluate location's compliance with applicable policies and procedures
    • Makes sure all employees adhere to the guidelines established on the \u2018Rotech Way'
    • Makes sure location personnel receives and completes necessary training to partner with Region team and provide seamless service to patients
    • Manages billing: ensures that all required documentation required for setups processed by team are obtained prior to setup
    • Monitors and acts on the team's growth plan in order to achieve or exceed the location's budgeted goals
    • Runs morning meetings and weekly team meetings systematically and reviews action items from meetings on a regular basis
    • Takes appropriate action to ensure that the team complies with applicable laws and
    • Works with sales representatives to develop and maintain key referral sources
    • Performs other duties as assigned

    Supervisory Responsibilities

    • Other location specific operations personnel and may supervise \u2013 Region Processing Specialists

    Employment is contingent on

    • Background investigation (companywide)
    • 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)

    Education and/or Experience

    • Bachelor's Degree in business or related degree; or equivalent combination of education and experience in HME, home health industry or business
    • 1 - 3 years of supervisory experience preferred
    • 3 years of experience in home health industry

    Skills, Knowledge and Abilities

    • Ability to maintain confidentiality and practice discretion and caution when handling sensitive information
    • Ability to multi-task along with attention to detail; organize, plan and delegate properly in accordance with size and services of the location
    • Ability to work independently and as part of a team with strong leadership skills
    • Ability to write legibly in English
    • Builds relationships with patients, caregivers and referral sources
    • Communicates effectively with employees, patients and referral sources both verbally and in writing to ensure questions and concerns are processed in a timely manner
    • Deductive problem solving skills
    • Effective oral and written communication with location staff, supervisors, patients and referral sources
    • Flexible approach
    • Helpful, knowledgeable and maintains a positive, constructive and polite attitude
    • Keep supervisors up-to-date on important issues
    • Knowledge of appropriate telephone etiquette
    • Knowledge of durable medical equipment or home medical equipment and Medical terminology
    • Knowledge of insurance policies and requirements along with medical billing practices and reimbursements
    • Knowledgeable in all major insurance carrier eligibility and reimbursement guidelines
    • Proactively communicates with team and supervisors and communicates company policies and announcements to location employees
    • Strong organizational and prioritization skills with self-motivation and time-management skills
    • Strong sense of urgency and responsiveness to customers
    • Understanding of accounting and business management

    Physical Demands

    • Requires sitting, walking, standing, talking or listening
    • Requires close vision to small print on computer and or paperwork

    Machines, Equipment and Technical Abilities

    • Email transmission and communication
    • Internet navigation and research
    • Microsoft applications including but not limited to Word, Excel, PowerPoint, Publisher, Access, etc.
    • Office equipment; fax machine, copier, printer, phone and computer

    Work Environment

    • Office environment


    • 401k
    • Medical, Dental and Vision
    • Life Insurance and Disability
    • Generous Paid Time Off and Paid Holidays
    • Bonus and Incentive Opportunities (Non-Exempt and Exempt)
    • Mileage reimbursement (when applicable for the position)
    • Telephone reimbursement (when applicable for the position)

    Make the Right Move, Create your Profile 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 / resume to, Sign into your account.  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. Rotech Healthcare Inc. is a DRUG FREE WORKPLACE