Job Details

Customer Service Representative of Medical Devices

Company name
Rotech Healthcare Inc

Colorado Springs, CO, United States

Employment Type

Customer Service, Healthcare

Posted on
Apr 09,2019

Valid Through
Jul 23,2019

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Join the Leader in the Home Healthcare Industry! Rotech Healthcare Inc.
Let us be Your Road to Success
We are seeking a dedicated Customer Service Representative who wants to be part of a company that makes a difference in patients' lives. As a key member of the Customer Service Team, you provide customer service second to none while assuring the front end paperwork is compliant and is submitted with zero errors. You serve our customers by communicating with patients, referral sources and co-workers to effectively perform all tasks related to patient care and third party reimbursement.
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: \u201cThe Rotech Difference.\u201d
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.
Job Knowledge and Execution (Essential Duties)

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
Available for on-call assignments as needed
Builds relationships with locations, patients and referral sources
Clears previous day\u2019s route and checks all paperwork for accuracy and completeness
Collects co\u2010pays and deductible amounts.
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
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
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
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
Verifies Medicare, Medicaid, and private insurance coverage information
Works extensively with e\u2010Intake proprietary system; maintains accuracy and quality control throughout initial patient contact and data input


Works with sales reps to make referral sources\u2019 lives easier
Works with PSTs to coordinate deliveries


Communicates with patients and referral sources both verbally and in writing to ensure questions and concerns are processed in a timely manner
Effectively communicates with location employees

Service Excellence

Builds relationships with patients and referral sources
Adheres to the guidelines established on the \u2018Rotech Way\u2019
Maintains a positive and constructive attitude


Adheres to and implements all company policies and procedures, including but not limited to Clinical Programs
Complies with applicable laws and regulations

Education and Experience

High school diploma or GED equivalent
Experience in medical field and administrative record management preferred
Strong customer service background
Knowledge of medical terminology, medical billing practices and billing reimbursement
Knowledge of insurance policies and requirements
Valid driver\u2019s license with a clean record in the state in which you reside (where applicable)
Employment is contingent upon a drug screening test and background investigation


Ability to work and think independently within a team
Strong sense of urgency and responsiveness to customers
Flexible approach
Ability to multi-task
Attention to detail

Physical Demands

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

Physical Demands (where applicable):

Requires lifting and transporting of patient equipment and or move full & empty cylinders
Requires contact with patients and equipment with potential exposure to contagious pathogens
Requires driving a company vehicle for the majority of the workday
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

Must possess working knowledge of fax machine, copier, printer, and PC
Internet proficiency
Knowledge of email management tools
Excel and Word proficiency

Work Environment

Office environment

Departmental Interaction

Interacts daily with Location Manager, Sales Representative, Respiratory Therapist, Patient Service Technicians, as well as Area Manager of Operations

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
PTO and Paid Holidays
Employee Discounts
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.

Company info

Rotech Healthcare Inc
Website :

Company Profile
Rotech 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 nationwide. Our team is a dynamic group of top-quality healthcare professionals – including respiratory clinicians, customer service representatives, Medicare and insurance experts, patient service technicians, and many others – who are dedicated to more than simply providing home medical products. Together, we are all committed to you, your family and your physician in achieving a common goal – helping you lead a more comfortable and productive life, every day. Rotech is committed to providing our special brand of industry-leading service to our patients and customers by consistently delivering on our mission to: “Get it Right the First Time.” Our core fundamentals are designed to help us uphold the highest standards among every member of the Rotech family: We are a team and operate as a team every day in every location We are an organization devoted to clinical and service excellence Our patients and referral sources are our ultimate priority

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