[Remote] Customer Service NPWT Process REMOTE

Note: The job is a remote job and is open to candidates in USA. Rotech Healthcare Inc. is a national leader in home healthcare, providing essential medical equipment and services to empower patients. They are seeking a dedicated Negative Pressure Wound Therapy Process Customer Service Representative to support customers by handling tasks related to patient care and reimbursement, ensuring accuracy and quality throughout the process.

Responsibilities

• 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
• 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
• 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 HRCM and eIntake, printing tickets, assembling charts and processing paperwork
• Obtains authorization and qualification documentation
• 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
• Performs other duties as assigned

Skills

• High school diploma or GED equivalent, required
• Background check (company-wide). Results will not be used automatically to disqualify individuals. Instead, the Company will conduct an individualized assessment that considers the duties of the position, the nature and timing of the offense, and any evidence of rehabilitation, in accordance with applicable laws
• Drug screen (when applicable for the position)
• Compliance with healthcare facility credentialing process (when applicable for the position)
• Valid driver's license in state of residence with a clean driving record (when applicable for the position)
• Experience in medical field and administrative record management, preferred
• Experience with medical billing practices and of billing reimbursement, preferred
• Knowledge of insurance policies and requirements, preferred
• Medical terminology, preferred
• One year of related work experience, preferred
• Strong customer service background, preferred

Benefits

• Generous paid time off and paid holidays
• Overtime pay for non-exempt positions *(as applicable)*
• Commissionfor Account Executives
• Bonus and incentive opportunities
• Fixed and variable car reimbursement for Area Managers and Account Executives
• Car, mileage, and telephone reimbursement*(as applicable)*
• Employee discount and recognition programs
• Employee Assistance Program (EAP)
• 401(k), HSA, and FSA/Dependent Care FSA
• Medical, prescription, dental, and vision coverage
• Life insurance, disability, accidental death, identity protection, and legal services
• Meru Health mental health and Mercer SmartConnect Medicare programs
• Livongo Diabetes and High Blood Pressure programs
• Healthcare Bluebook and RX Savings Solutions programs
• Hepatitis B (HEPB) and TB vaccinations

Company Overview