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Customer Service Representative of Medical Devices Job in Gahanna, Ohio US

Customer Service Representative of Medical Devices


Posted: 11/21/2019 - Expires: 2/19/2020

Job ID: 213930890

Job Description

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 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.

Essential Duties and Responsibilities

 Adheres to and implements all company policies and procedures, including but not limited to Clinical Programs
 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's route and checks all paperwork for accuracy and completeness
 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
 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-Intake proprietary system; maintains accuracy and quality control throughout initial patient contact and data input
 Works with PSTs to coordinate deliveries
 Works with sales reps to make referral sources' lives easier
 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
 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
 Mapping skills including ability to plan time-saving 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
 Read and successfully interpret written directions and/or instructions in English
 Self-motivation, organized, time-management and deductive problem solving skills
 Sense of urgency and responsiveness to physicians, location employees and patients
 Work independently and as part of a team

Physical Demands

 Requires sitting, walking, standing, talking or listening; extensive hours sitting at a desk
 Requires close vision to small print on computer and or paperwork; extensive hours working on the computer

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

 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!!

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.

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
Education Level:
High school graduate
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
Licenses / Certifications:
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