Customer Service NPWT Process
Location
United States
Posted
3 days ago
Salary
$15 - $20 / hour
Seniority
Mid Level
No structured requirement data.
Job Description
Customer Service NPWT Process
Rotech Healthcare Inc.
Role Description We are seeking a dedicated Negative Pressure Wound Therapy Process Customer Service Representative to join our team. In this position, you will provide support to the customers of the Support Center (patients, referral sources, and employees) by performing tasks related to patient care and third-party reimbursement. Primarily responsible for new order intake to encompass accuracy with clinical, billing, and care-related information and processing. First line of contact with new customers. This position pays $15.00–$20.00 per hour, depending on relevant experience and the state in which the employee is hired. The position is also eligible for bonus opportunities. Shift Schedule: Monday Through Friday - 9AM to 6PM MST 100% REMOTE Work from Home day one of employment, Must live in the US Essential Job Duties and Responsibilities - 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 offered by the company - 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 extensively with eIntake proprietary system - Performs other duties as assigned Qualifications - Employment is contingent on background check (company-wide). - Drug screen (when applicable for the position) - Compliance with healthcare facility credentialing process (when applicable for the position) - Valid driver’s license in state of residence with a clean driving record (when applicable for the position) - High school diploma or GED equivalent, required - Experience in medical field and administrative record management, preferred - Experience with medical billing practices and of billing reimbursement, preferred - Knowledge of insurance policies and requirements, preferred - Medical terminology, preferred - One year of related work experience, preferred - Strong customer service background, 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 - Sense of urgency and responsiveness to physicians, location employees, and patients - 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 Physical Demands - Lift and carry office equipment at times - Requires sitting, walking, standing, talking, and listening; extensive hours sitting at a desk - Requires close vision to small print on computer and/or tablet and paperwork; extensive hours working on the computer 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
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ReservAt Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!
Role Description We are seeking a highly organized and detail-oriented Claims Support Associate to join our team. The successful candidate will be responsible for supporting a team of multi-line adjusters with responsibilities that support claim resolution. Tasks will include: - Setting up claim files - Data entry - Financial transaction support - Document review/upload - Managing incoming call volume The ideal candidate is willing to help us continuously improve the support function, build and document new processes, and consistently look for ways to streamline this function. In addition, you will collaborate closely with our claims adjusters and leadership to give feedback and identify technology and process improvements. Please note that this is an hourly, overtime-eligible role. Qualifications - High school degree or GED required - Minimum of 2 years of experience working in a support or other administrative capacity for a multi-line insurance risk organization or compliance organization such as: - Claims support experience - Policy admin support - Compliance database management - Requires excellent verbal and written communication skills, and a strong attention to detail - Strong problem-solving and critical-thinking abilities - Must also have superior organizational skills and the ability to prioritize the workload - Working knowledge of personal computer required, including Google Docs, Sheets and other mainframe applications, as necessary Requirements - Gather necessary information from documents and customer conversations to set up and assign claim files with complete and accurate information - Manage a queue of tasks timely and effectively to ensure claims adjusters have the information they need - Manage incoming mail (electronic, physical, and fax) and upload to the correct claim - Prepare standard form letters and claim closing documents - Strong with time management and prioritization to manage multiple types of tasks and SLAs - Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims - Develop and maintain a solid understanding of multi-line claim procedures to provide accurate and consistent information to customers - Accurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocols - Enjoys working with and learning new technologies to improve processes and maximize efficiency Benefits - Generous health-insurance package with nationwide coverage, vision, & dental - 401(k) retirement plan with employer matching - Competitive PTO policy – we want our employees fresh, healthy, happy, and energized! - Generous family leave policy after 8 months of continuous work - Work from anywhere to facilitate your work-life balance - Apple laptop, large second monitor, and other quality-of-life equipment you may want Additionally, we will: - Listen to your feedback to enhance and improve upon the long-standing challenges of an adjuster and the claims role - Work toward reducing and eliminating all the administrative work from an adjuster role - Foster a culture of empathy, transparency, and empowerment in a remote-first environment At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!
