[Remote] Customer Support Specialist (NPWT) REMOTE

Note: The job is a remote job and is open to candidates in USA. Rotech Healthcare Inc. is hiring a Negative Pressure Wound Therapy (NPWT) Customer Support Specialist to support patients, referral sources, and employees. The role handles new-order intake, patient-care and reimbursement tasks, customer questions, and coordination of product and service fulfillment.

Responsibilities

• Able to manage projects and oversee them
• Audit teams work and find areas of improvement
• 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
• 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 directly with the field and their direct contact person
• Works extensively with eIntake proprietary system
• Performs other duties as assigned

Skills

• High school diploma or GED equivalent, required
• 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
• Sense of urgency and responsiveness to physicians, location employees and patients
• Work independently and as part of a team
• Email transmission and communication
• Internet navigation and research
• Microsoft applications; Outlook, Word and Excel
• Office equipment; fax machine, copier, printer, phone and computer and/or tablet
• Extensive knowledge of documentation needed for all wound types
• Extensive knowledge of insurance requirements for NPWT
• 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)
• Bonus and incentive opportunities
• 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
• 100% remote work from home starting day one of employment; must live in the US

Company Overview