Wound Care Process Customer Service Representative (WFH)

At Rotech Healthcare Inc ., we’re more than a medical equipment provider—we’re a trusted partner in patient care. As a national leader in ventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic solutions, and other home medical equipment, we empower patients to manage their health from the comfort of home.

With hundreds of locations across 45 states, our team delivers high-quality products, exceptional service, and compassionate support that helps patients live more comfortably, independently, and actively. Whether you're a clinician, technician, or healthcare administrator, your work at Rotech directly improves lives.

Explore more about our mission and services at Rotech.com.

Job Summary

We are seeking a dedicated 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.

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.)

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

Employment is contingent on

Background check (company-wide). Results will not be used automatically to disqualify individuals. Instead, the Company will conduct an individualized assessment that considers the duties of the position, the nature and timing of the offense, and any evidence of rehabilitation, in accordance with applicable laws.

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)

Required Education and/or Experience

Candidates may qualify through a combination of education, training, and relevant work experience that demonstrates the knowledge, skills, and abilities necessary to successfully perform the essential functions of the position .

Any education requirements mandated by applicable federal, state, or local law, regulation, licensing requirement, or customer contract.

Preferred Education and/or Experience

High school diploma or GED equivalent, preferrred

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

Make the right move—submit your resume today . Hiring managers review resumes and contact applicants whose experience aligns with the position. To check the status of a role you’ve applied for, Sign into your account .

All positions are posted for a minimum of five (5) days and remain open until filled by a qualified applicant, generally no longer than 200 days. Thank you for your interest in Rotech Healthcare Inc.

Florida applicants - Background screening is required through the Florida Care Provider Background Screening Clearinghouse : https://info.flclearinghouse.com/

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.