About Rotech

Rotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions and home medical equipment. We help patients lead a more comfortable and productive life by keeping them engaged in their care and empowering them to manage their health and treatment at home. Rotech provides high quality medical products, services and outstanding customer care through hundreds of locations across 45 states. For additional information, visit our company homepage Rotech.com

Overview and Responsibilities

Job Summary

We are seeking a dedicated Customer Service Technician to join our team. In this position, you are responsible as needed for the delivery, set up, and maintenance of medical equipment, oxygen, and supplies, and the instruction to patients and/or caregivers concerning proper use and maintenance of equipment. Position is also responsible as needed for providing customer service over the phone and in-person to patients and referral sources.

Day shift, 8:30am -5:00pm. Customer Service with data entry and company van driving for patient set-ups of oxygen equipment. On call responsibilities for after hours needs with limited call-ins. Experience with DME a plus

Essential Job Duties and Responsibilities

(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.)

Adheres to company policies and procedures in regards to using personnel protective safety equipment
Assists with updating respiratory grid
Available for on-call assignments as needed
Completes all necessary delivery forms and paperwork including, but not limited to invoices, work orders, manifests and logs, patient care instructions, route sheets, etc.
Coordinates verification of Medicare, Medicaid, and private insurance coverage information
Delivers, sets up and maintains equipment at the delivery address using company/personal vehicle
Develops and maintains working knowledge of current products and services offered by the company and all applicable governmental regulations
Educates the patient and/or caregiver on the safe use and maintenance of the delivered items
Maintains assigned company vehicle in a clean and safe working condition
Maintains referral log
Manages all aspects of intake: answering the phone and receiving faxes, collecting patient and referral source information, data input into IMBS, printing tickets, assembling charts and processing paperwork
Monitors office supplies
Observes additional needs that the patient may have and reports same during morning meeting
Prepares CMNs/SOPs for Sales Reps and documents on tracking log
Prepares complete and accurate files for Billing Department
Prepares tickets for daily routes
Provides service for walk-in patients
Reports equipment hazards and/or product incidents as required
Works with location personnel to coordinate deliveries
Performs other duties as assigned

Travel

Travel via company/personal vehicle required to patient’s homes for set-ups and reoccurring delivery
Use of a personal vehicle may be required for deliveries, all miles driven for company purposes will be eligible mileage reimbursement

Qualifications

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)

Required Education and/or Experience

High school diploma or GED equivalent, required

Preferred Education and/or Experience

Experience with medical equipment, preferred
One year of related work experience, preferred
Medical terminology, preferred

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
Internet navigation and research
Microsoft applications; Outlook, Word and Excel
Office equipment; fax machine, copier, printer, phone and computer and/or tablet
Mechanically inclined for the repair and troubleshooting of equipment
Successfully demonstrates loading, unloading and proper tie down procedures as per company policy of transported cargo
Understands use of all applicable home respiratory equipment and supplies

Physical Demands

Lift and carry office equipment at times
Requires sitting, walking, standing, talking and listening
Requires close vision to small print on computer and/or tablet and paperwork
Requires lifting (minimum of 65 pounds) and transporting of patient equipment
Requires contact with patients and equipment with potential exposure to contagious pathogens
Requires driving a company/personal vehicle for the majority of the workday
Required to comply with Rotech Respiratory Protection & N95 Mask Fit Testing Policy
- Medical Evaluation and Fit Testing Compliance in a timely manner
- Annual Recertification
- Keep face clean-shaven to ensure N95 Mask face-seal protection per OSHA guidelines

Rotech Information

Benefits

Generous paid time Off and paid holidays
Overtime pay for non-exempt hourly positions based on business needs
Commission for Account Executives
Fixed and variable rate car reimbursement for Area Managers and Account Executives
Employee discount program
Employee recognition program
Bonus and incentive opportunities
Mileage reimbursement (when applicable for the position)
Telephone reimbursement (when applicable for the position)
EAP
401k
Medical, Prescription, Dental and Vision
HSA and FSA/Dependent Care FSA
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
HEPB and TB vaccinations

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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, 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.