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Customer Support Specialist I - Medical in Roy, UT at Rotech Healthcare Inc.

Date Posted: 11/6/2018

Job Snapshot

Job Description

Overview

Join the Leader in the Home Healthcare Industry! Rotech Healthcare Inc.

Let us be Your Road to Success

 

We are seeking a dedicated Customer Support Specialist to join our team! In this position you will provide support to the customers of the Support Center (patients, referral sources, and employees) by performing tasks related to patient care and third party reimbursement. Primarily responsible for new order intake to encompass accuracy with clinical, billing, and care related information and processing. First line of contact with new customers.

Why work for Rotech? If we take a look at all the ways employees benefit from working at Rotech, we have a philosophy we like to call: "The Rotech Difference."

What's the Rotech Difference? It's made up of all the benefits, services and offerings available to Rotech Employees. It is the employee-based strategies that make our company an employer of choice in the healthcare industry. As a member of the Rotech Healthcare Team, employees can take advantage of many great opportunities as part of their career path.

Responsibilities
  • Adheres to and implements all company policies and procedures, including but not limited to Clinical Programs
  • Brings ideas for process or efficiency improvements to supervisor
  • Builds relationships with locations, field management, patients and referral sources
  • Certain functions require outbound calling and data entry
  • Collects co-pays and deductible amounts
  • Complies with applicable laws and regulations
  • Conducts insurance verification and eligibility for services/products
  • Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns
  • Develops and maintains a 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
  • Enhances organization reputation by accepting ownership of duties and promoting a caring and supportive environment consistent with our mission
  • Maintains accuracy and quality control throughout patient contact and data input
  • Manages all aspects of initial intake: answering the phone and receiving faxes, collecting patient and referral source information, inputting data into IMBS and eIntake, printing tickets, assembling charts and processing paperwork
  • Obtains authorization and qualification documentation
  • Performs other duties as required or assigned
  • Practices safe work habits, ensuring a safe work environment
  • Prepares complete and accurate files for Billing Department
  • Processes new orders, responds to questions, resolves issues or forwards to appropriate personnel in a timely manner to ensure patient, referral, and employee satisfaction
  • Processes work orders to field locations and coordinates timely fulfillment of products and services ordered
  • Provides education to referral sources, patients and employees on qualifications for service and 3rd party billing
  • Provides product/service information by answering questions, offering assistance
  • Provides technical assistance to customers as required
  • Provides thorough review and Quality Assurance for medical necessity and documentation requirements of payors and regulatory bodies
  • Works extensively with eIntake proprietary system
  • Works well with coworkers

Supervisory Responsibilities

  • None
Qualifications

Education and Experience

  • High school diploma or GED equivalent
  • One to three years of related prior work experience in a team-oriented environment
  • Experience in medical field and administrative record management
  • Strong customer service background
  • Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME)
  • Medical terminology
  • Knowledge of medical billing practices and of billing reimbursement
  • Knowledge of insurance policies and requirements
  • Employment is contingent upon a drug screening test and background investigation
  • Valid driver's license in state of residence

Skills

  • Ability to interpret a variety of instructions in a variety of communication mediums
  • Ability to maintain confidentiality and practice discretion and caution when handling sensitive information
  • Ability to multi-task along with attention to detail
  • Ability to work independently and as part of a team
  • Communicates effectively with location 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
  • Strong organizational and prioritization skills
  • Strong self-motivation and time-management skills
  • Strong sense of urgency and responsiveness to customers
  • Strong verbal and written communication skills desired

Physical Demands

  • The employee is required to walk, sit, talk, and listen
  • Specific vision abilities required by this job include close vision
  • Lifting of 10 lbs.
  • Utilize computer for extensive hours

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, computer

Work Environment

  • Office environment

Departmental Interaction

  • Interacts daily with Manager, Supervisor, and field management

Rotech Offers

  • Competitive Compensation
  • Career Path and Management opportunities
  • Health and wellness benefits to include medical, prescription, dental and vision plans, short term and long term disability, supplemental life insurance and flexible spending accounts
  • Employee Assistance program
  • Full Time, Part Time, and Paid per Service positions
  • PTO and Holidays
  • 401K
  • Bonus
  • Employee Discounts
  • Mileage Reimbursement
  • Cell Phone Reimbursement
  • Employee Referral program
  • Employee Recognition program
  • Employee Service Program

Make the right move, apply today & create your job profile!

This process will take approximately 2-5 minutes to complete. The hiring manager will review your resume and contact you if your qualifications match our needs. We appreciate your interest in Rotech Healthcare Inc.

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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, 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.