Join Our Team as a Full-Time Remote Customer Service Representative
We're on the hunt for a talented and compassionate Customer Service Representative to join our Sleep Central Inbound Call Center team at Rotech Healthcare Inc.! As a national leader in providing high-quality medical products and services, we're dedicated to helping patients lead more comfortable and productive lives. This is a unique opportunity to work in a remote setting with a competitive salary, comprehensive benefits, and opportunities for growth and development.
About Rotech Healthcare Inc.
Rotech Healthcare Inc. is a trusted provider of ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions, and home medical equipment. With hundreds of locations across 45 states, we're committed to delivering exceptional customer care and empowering patients to manage their health and treatment at home. Our mission is to improve the lives of patients and help them achieve a better quality of life.
Overview and Responsibilities
As a Sleep Therapy Inbound Customer Service Representative, you will play a critical role in our Sleep Central Inbound Call Center, serving as the first point of contact for CPAP resupply customers. Your primary responsibilities will include:
- New order intake: accurately selecting products and utilization guidelines, verifying patient demographics, payer, and physician-related information
- Providing basic sleep coaching and reinforcement of cleaning and routine equipment maintenance
- Assisting customers with mask fit issues and serving as a product expert on various mask interfaces
- Acting as a patient advocate to resolve questions or concerns
- Collecting patient information and inputting data into our e-Intake system
- Developing and maintaining working knowledge of current Medicare, Medicaid, insurance regulations, and FDA and JCAHO guidelines
- Identifying and resolving problems in a timely manner
- Making outbound calls as needed to collect patient data
- Managing all aspects of initial intake via high-volume inbound phone calls
- Processing related patient paperwork and tickets to ensure timely fulfillment of product orders
Requirements and Qualifications
To succeed in this role, you'll need:
Essential Qualifications:
- High school diploma or GED equivalent
- One to three years of related prior work experience in a team-oriented environment
- Strong customer service background
- Basic computer and internet skills, with proficiency in Microsoft applications (Word, Excel, etc.)
- Valid driver's license in your state of residence with a clean driving record (when applicable)
Preferred Qualifications:
- Knowledge of billing reimbursement and insurance policies and requirements
- Experience with Durable Medical Equipment (DME) or Home Medical Equipment (HME)
- Medical terminology knowledge
- Previous experience in a call center or customer service environment
Skills and Competencies
To excel in this role, you'll need to possess:
- Excellent communication and interpersonal skills, with the ability to effectively communicate with physicians, employees, and patients
- A helpful, knowledgeable, and polite demeanor, with a positive attitude
- The ability to interpret a variety of instructions in different communication mediums
- Multi-tasking and attention to detail skills, with the ability to work independently and as part of a team
- Self-motivation, organization, time-management, and deductive problem-solving skills
- The ability to maintain confidentiality and practice discretion and caution when handling sensitive information
Work Environment and Benefits
As a remote employee, you'll enjoy:
- A competitive salary starting at $15.50 per hour, with a monthly bonus program opportunity for unlimited earnings
- A comprehensive benefits package, including:
- 401k
- Medical, dental, and vision coverage
- Life insurance and disability
- Generous paid time off and paid holidays
- Employee discount program
- Employee recognition program
- Bonus and incentive opportunities
- Mileage reimbursement (when applicable)
- Telephone reimbursement (when applicable)
- A flexible work schedule, with the opportunity to work from home after successful completion of in-office training and meeting expectations with management approval
Physical Demands and Technical Abilities
This role requires:
- Lifting a minimum of 10lbs
- Prompt and regular attendance
- Close vision to read small print on computer and/or paperwork
- Sitting, walking, standing, talking, or listening
- Proficiency in Microsoft applications, including Word, Excel, and email transmission and communication
- Internet navigation and research skills
Career Growth Opportunities and Learning Benefits
At Rotech Healthcare Inc., we're committed to the growth and development of our employees. As a Customer Service Representative, you'll have opportunities to:
- Develop your skills and knowledge in a dynamic and supportive environment
- Advance your career within the company, with opportunities for promotion and professional growth
- Participate in ongoing training and development programs to enhance your skills and knowledge
Why Join Our Team?
We're an equal opportunity employer committed to diversity and inclusion. We value a great attitude and a willingness to learn above all. If you're passionate about delivering exceptional customer care and improving the lives of patients, we encourage you to apply for this exciting opportunity.
Don't hesitate to submit your application today! We look forward to hearing from you.
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