Customer Service & Driver of Medical Equipment CST

Employment Type

: Full-Time


: Healthcare - Allied Health

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Job Description OVERVIEW
Join the Leader in the Home Healthcare Industry and Let us be Your Road to Success!!

Rotech Healthcare Inc. is a national leader in providing Respiratory and Sleep Apnea treatment as well as home medical equipment. Each and every day, thousands of employees in the Rotech family of hometown companies contribute to delivering outstanding customer service and the very best in quality patient care through hundreds of locations across 48 states. Additional information can be found at
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.
We are seeking a dedicated Customer Service & Driver of Medical Equipment (Customer Service Technician) to join the Rotech team! In this position you will be responsible as needed for the delivery, set up and maintenance of medical equipment, oxygen and supplies. As well as 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.
Essential Duties and Responsibilities
Available for on-call assignments as needed
Assemblies charts and processes paperwork, including preparation of files for the Billing Department and completes batch reports for UPS deliveries
Assists with updating respiratory grid
Builds relationships with locations, patients and referral sources
Clears previous day's route and checks all paperwork for accuracy and completeness
Collects co-pays and deductible amounts
Completes all necessary delivery forms and paperwork including, but not limited to invoices, work orders, manifests and logs, patient care instructions, route sheets, etc.
Complies with all applicable company policies and procedures to meet JCAHO and company standards
Conducts insurance verification and eligibility for services/products
Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns
Coordinates, collects and inputs all patient information and new patient set-ups
Delivers equipment and oxygen as required in accordance with industry standards and applicable federal, state and local governmental regulations
Delivers, sets up and maintains equipment at the delivery address using company vehicle
Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, products and services offered by the company, and FDA/DOT, JCAHO and all applicable governmental guidelines and regulations
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; data entry, answering the phone, outbound calling, receiving faxes, maintaining referral source information and log and data input into IMBS
Monitors office supplies
Observes additional needs that the patient may have and reports to management during morning meeting
Prepares and completes CMNs/SOPs for Sales Reps and documents on tracking log
Prepares deposit for location on a weekly basis
Prepares tickets for daily routes 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 service for walk-in patients and walk-in equipment requests
Provides technical assistance to customers as required
Reports equipment hazards and/or product incidents as required
Verifies Medicare, Medicaid, and private insurance coverage information
Works extensively with e-Intake proprietary system; maintains accuracy and quality control throughout initial patient contact and data input
Works with location personnel to coordinate deliveries
Performs other duties as assigned
Supervisory Responsibilities
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)
Education and/or Experience
High school diploma or GED equivalent
One to three years of related prior work experience in a team-oriented environment, customer service and deliveries
Experience in medical field and administrative record management
Strong customer service background
Skills, Knowledge and Abilities
Effectively communicate in English; both oral and written, with physicians, location employees and patients to ensure questions and concerns are processed in a timely manner
Helpful, knowledgeable and polite while maintaining a positive attitude
Interpret a variety of instructions in a variety of communication mediums
Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME)
Knowledge of insurance policies and requirements
Knowledge of medical billing practices and of billing reimbursement
Maintain confidentiality and practice discretion and caution when handling sensitive information
Mapping skills including ability to plan time-saving delivery routes
Mechanical aptitude with ability to learn
Medical terminology
Multi-task along with attention to detail
Must be able to accurately perform simple mathematical calculations using addition, subtraction, multiplication and division
Self-motivation, organized, time-management and deductive problem solving skills
Work independently and as part of a team
Physical Demands
Available for on-call assignments as needed
Requires close vision to small print on computer and or paperwork
Requires contact with patients and equipment with potential exposure to contagious pathogens
Requires driving a company vehicle for the majority of the workday
Requires lifting and transporting of patient equipment and or move full & empty cylinders
Requires sitting, walking, standing, talking or listening
Requires the ability to load, push, pull and lift oxygen concentrators, oxygen tanks, portable oxygen units, positive airway pressure devices, wheelchairs, power wheelchairs, scooters, hospital bed parts, walkers, commodes and other home medical equipment and supplies in and out of location, warehouse, company vehicle, patient residence and/or delivery address
Machines, Equipment and Technical Abilities
Email transmission and communication
Internet navigation and research
Microsoft applications including but not limited to Word, Excel, Power-Point, Publisher, Access, etc.
Office equipment; fax machine, copier, printer, phone and computer
Work Environment
Office environment
Rotech Offers
Career Path and Management Opportunities
Employee Discounts, Referral Bonus, Recognition Program and Employee Service Program
Cell Phone reimbursement (when applicable for the position)
Mileage reimbursement (when applicable for the position)
Medical, Prescription, Dental and Vision plans
Flexible Spending Account and Health Savings Account
Short Term and Long Term Disability
Supplemental Life Insurance
Employee Assistance Program
Paid Time Off and Paid Holidays
Make the right move, create your job profile and apply today!!
The hiring manager will review your resume and contact you if your qualifications match our needs. 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.
Associated topics: answer, call, customer care, customer service representative, help desk, representative, service representative, support specialist, telephone, telephone activation specialist

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