CPAP Customer Service Representative HYBRID
Rotech Healthcare, Orlando, FL, United States
About Rotech
Rotech Healthcare Inc. is a national leader in ventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic solutions, and other home medical equipment, empowering patients to manage their health from the comfort of home. With hundreds of locations across 45 states, we deliver high‑quality products, exceptional service, and compassionate support that helps patients live more comfortably, independently, and actively. Whether you are a clinician, technician, or healthcare administrator, your work at Rotech directly improves lives. Explore more about our mission and services at Rotech.com.
Job Summary We are seeking a dedicated
Customer Service Representative – CSR CPAP
to join our team. In this position you are responsible for performing all tasks and communication related to intake of patient information concerning the service of durable medical equipment and respiratory products and supplies with patients/clients, co‑workers and referral sources as it relates to patient services and third‑party reimbursement. The CSR will also direct and manage new patient set‑ups and tickets in accordance with Rotech and internal location standards for multiple locations across the region. The position pays between $16/hr and $19/hr depending on related experience and location.
Essential Job Duties and Responsibilities (Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. This job description is not a comprehensive listing of activities required for the role; duties, responsibilities, and activities may change at any time with or without notice.)
Primarily communicate with patients/clients, referral sources, and Rotech sister locations both verbally and in writing to ensure questions and concerns are processed in a timely manner.
Communicate and work with operations and sales staff to reduce internal workflow issues and errors that affect processing time‑lines and patient care.
Comply with all applicable company policies and procedures to meet JCAHO and company standards.
Comply with and follow internal and company‑wide operating protocols in processing roles.
Examine and propose improvements to increase efficiencies, decrease processing time‑lines, and minimize errors.
Hold yourself accountable to goals, regularly and proactively communicate progress, plans, and problems to supervisors, and provide solutions to challenges that arise.
Focused teams include OIP (resolve a minimum of 30 Orders In‑Progress per day), IDP (process a minimum of 20 accounts per day), Confirmation Team (confirm a minimum of 45 tickets per day), and Inbox team (process a minimum of 25 instances per day).
Process new orders: input new patient set‑ups, verify insurance eligibility and order requirements, follow up and obtain missing documentation, obtain authorizations, collect patient balances, work with third‑party platforms, communicate with patients regarding set‑up expectations, and complete daily assigned work accurately and timely.
Proficient at managing varying expectations per each referral source and sales rep.
Verify Medicare, Medicaid, and private insurance coverage information and maintain expertise of insurance requirements by product line.
Perform other duties as assigned.
Employment is Contingent On
Background check (company‑wide). Results will not automatically disqualify individuals. 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).
Compliance with healthcare facility credentialing process (when applicable).
Valid driver’s license in state of residence with a clean driving record (when applicable).
Required Education and/or Experience
High school diploma or GED equivalent, required.
Preferred Education and/or Experience
Experience with medical equipment.
Experience with medical billing practices and reimbursements.
Experience in the medical field and administrative record management.
One year of related work experience.
Medical terminology.
Skills and Competencies
Accurately perform simple mathematical calculations.
Effectively communicate in English; both oral and written.
Interpret a variety of communications (verbal, non‑verbal, written, listening and visual).
Maintain confidentiality, discretion and caution when handling sensitive information.
Multi‑task along with attention to detail.
Self‑motivation, organized, time‑management and deductive problem‑solving skills.
Work independently and as part of a team.
Machines, Equipment and Technical Abilities
Email transmission and communication.
Telephone communication.
Internet navigation and research.
Microsoft applications: Outlook, Word and Excel.
Physical Demands
Requires long durations of sitting, talking and listening.
Requires accepting inbound and making outbound calls to patients 100% of the day.
Requires close vision to small print on computer and/or tablet and paperwork.
Work‑from‑home position requires adequate internet and workspace free from distractions.
Requires a backup plan for internet coverage in case of outage or disruptions during scheduled shift.
Benefits
Generous paid time off and paid holidays.
Overtime pay for non‑exempt positions (as applicable).
Commission for 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.
Equal Opportunity Employer Statement 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.
Application Information Make the right move—submit your resume today. Hiring managers review resumes and contact applicants whose experience aligns with the position. To check the status of a role you’ve applied for, sign into your account. All positions are posted for a minimum of five (5) days and remain open until filled by a qualified applicant, generally no longer than 200 days. Thank you for your interest in Rotech Healthcare Inc. Florida applicants—background screening is required through the Florida Care Provider Background Screening Clearinghouse: https://info.flclearinghouse.com/
#J-18808-Ljbffr
Job Summary We are seeking a dedicated
Customer Service Representative – CSR CPAP
to join our team. In this position you are responsible for performing all tasks and communication related to intake of patient information concerning the service of durable medical equipment and respiratory products and supplies with patients/clients, co‑workers and referral sources as it relates to patient services and third‑party reimbursement. The CSR will also direct and manage new patient set‑ups and tickets in accordance with Rotech and internal location standards for multiple locations across the region. The position pays between $16/hr and $19/hr depending on related experience and location.
Essential Job Duties and Responsibilities (Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. This job description is not a comprehensive listing of activities required for the role; duties, responsibilities, and activities may change at any time with or without notice.)
Primarily communicate with patients/clients, referral sources, and Rotech sister locations both verbally and in writing to ensure questions and concerns are processed in a timely manner.
Communicate and work with operations and sales staff to reduce internal workflow issues and errors that affect processing time‑lines and patient care.
Comply with all applicable company policies and procedures to meet JCAHO and company standards.
Comply with and follow internal and company‑wide operating protocols in processing roles.
Examine and propose improvements to increase efficiencies, decrease processing time‑lines, and minimize errors.
Hold yourself accountable to goals, regularly and proactively communicate progress, plans, and problems to supervisors, and provide solutions to challenges that arise.
Focused teams include OIP (resolve a minimum of 30 Orders In‑Progress per day), IDP (process a minimum of 20 accounts per day), Confirmation Team (confirm a minimum of 45 tickets per day), and Inbox team (process a minimum of 25 instances per day).
Process new orders: input new patient set‑ups, verify insurance eligibility and order requirements, follow up and obtain missing documentation, obtain authorizations, collect patient balances, work with third‑party platforms, communicate with patients regarding set‑up expectations, and complete daily assigned work accurately and timely.
Proficient at managing varying expectations per each referral source and sales rep.
Verify Medicare, Medicaid, and private insurance coverage information and maintain expertise of insurance requirements by product line.
Perform other duties as assigned.
Employment is Contingent On
Background check (company‑wide). Results will not automatically disqualify individuals. 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).
Compliance with healthcare facility credentialing process (when applicable).
Valid driver’s license in state of residence with a clean driving record (when applicable).
Required Education and/or Experience
High school diploma or GED equivalent, required.
Preferred Education and/or Experience
Experience with medical equipment.
Experience with medical billing practices and reimbursements.
Experience in the medical field and administrative record management.
One year of related work experience.
Medical terminology.
Skills and Competencies
Accurately perform simple mathematical calculations.
Effectively communicate in English; both oral and written.
Interpret a variety of communications (verbal, non‑verbal, written, listening and visual).
Maintain confidentiality, discretion and caution when handling sensitive information.
Multi‑task along with attention to detail.
Self‑motivation, organized, time‑management and deductive problem‑solving skills.
Work independently and as part of a team.
Machines, Equipment and Technical Abilities
Email transmission and communication.
Telephone communication.
Internet navigation and research.
Microsoft applications: Outlook, Word and Excel.
Physical Demands
Requires long durations of sitting, talking and listening.
Requires accepting inbound and making outbound calls to patients 100% of the day.
Requires close vision to small print on computer and/or tablet and paperwork.
Work‑from‑home position requires adequate internet and workspace free from distractions.
Requires a backup plan for internet coverage in case of outage or disruptions during scheduled shift.
Benefits
Generous paid time off and paid holidays.
Overtime pay for non‑exempt positions (as applicable).
Commission for 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.
Equal Opportunity Employer Statement 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.
Application Information Make the right move—submit your resume today. Hiring managers review resumes and contact applicants whose experience aligns with the position. To check the status of a role you’ve applied for, sign into your account. All positions are posted for a minimum of five (5) days and remain open until filled by a qualified applicant, generally no longer than 200 days. Thank you for your interest in Rotech Healthcare Inc. Florida applicants—background screening is required through the Florida Care Provider Background Screening Clearinghouse: https://info.flclearinghouse.com/
#J-18808-Ljbffr