Customer Service Technician ‐

Field Division FLSA Classification:

Non‐

Exempt EEO/ Job Code:

07‐Office, Operative Reports to: Warehouse Supervisor / Location Manager

JOB DESCRIPTION

Summary/objective Position is 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. Essential functions Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.  Delivers, sets up and maintains equipment at the delivery address using company vehicle  Educates the patient and/or caregiver on the safe use and maintenance of the delivered items  Completes all necessary delivery forms and paperwork including, but not limited to invoices, work orders, manifests and logs, patient care instructions, route sheets, etc.  Develops and maintains working knowledge of current products and services offered by the company and all applicable governmental regulations Reports equipment hazards and/or product incidents as required  Maintains assigned company vehicle in a clean and safe working condition  Works with location personnel to coordinate deliveries  Observes additional needs that the patient may have and reports same during morning meeting  Available for on‐call assignments as needed  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  Provides service for walk‐in patients  Coordinates verification of Medicare, Medicaid, and private insurance coverage information  Maintains referral log  Prepares CMNs/SOPs for Sales Reps and documents on tracking log  Prepares tickets for daily routes  Monitors office supplies  Assists with updating respiratory grid  Prepares complete and accurate files for Billing Department Other Duties and Responsibilities  Adheres to company policies and procedures in regards to using personnel protective safety equipment  Performs other duties as required. Competencies  Decisiveness ‐ Exercises good judgment by making sound and well‐informed decisions. Is proactive and achievement oriented.  Customer Service ‐ Understands, meets, and exceeds customer expectations while seeking information to better understand internal and external customer needs and requests.  Personal Accountability ‐ Accepts responsibility for own work and documents and resolves issues while completing tasks.  Reliability & Productivity ‐ Attendance including timeliness in arriving to / departing from work, as well as, returning from lunch and breaks. Meeting schedules and deadlines; punctual and present when needed.  Resourcefulness ‐ Uses available resources in day‐to‐day operations and to produce quality results.  "Getting it Right the First Time" ‐ Ability to do the work assigned, to understand directions, and to effectively apply training (formal and informal) to actual work. Understand the issues relevant to the work that must be done.  Ownership ‐ Ability to assume increased responsibility and control over assigned scope of work.  Communication & Interpersonal Skills ‐ Ability to inform, listen, follow directions, provide follow‐up and work effectively with others. Appropriate telephone etiquette.  Initiative ‐ Ability to assume the full scope of responsibilities related to the job. Start and finish work without prompting. Utilize creativity in seeking solutions to problems.  Work Quality & Accuracy - Produce high quality results without errors and ensure accuracy.  Must possess working knowledge of fax machine, copier, printer, and PC  Internet proficiency  Knowledge of email management tools  Excel and Word proficiency  Read and successfully interpret written directions and/or instructions in English  Ability to write legibly.  Time Management skills Machines, Equipment and Technical Abilities  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.  Mechanically inclined for the repair and troubleshooting of equipment Work environment  Travel via company vehicle required to patient's homes for set‐ups and reoccurring delivery  Warehouse/ Office environment Physical demands  Requires lifting (minimum of 65 pounds) and transporting of patient equipment.  While performing the duties of this job, the employee is regularly required to sit and talk or listen. The employee is occasionally required to walk. Specific vision abilities required by this job include close vision.  Requires contact with patients and equipment with potential exposure to contagious pathogens.  Requires driving a company vehicle.  May be required to comply with OSHA Respirator Requirements, including but not limited to Medical Evaluations and Fit‐Testing Required education and experience  High school diploma or GED equivalent  Strong customer service background preferred Preferred education and experience  1+ years delivery or equivalent experience  Experience in medical field and administrative record management preferred, but not required  Medical terminology preferred  Knowledge of medical billing practices preferred  Knowledge of billing reimbursement  Knowledge of insurance policies and requirements preferred Certifications, License, Registrations  Must possess a valid Drivers License issued by the State in which they are employed  Must have a Motor Vehicle Record (MVR) free from suspensions, limitations or convictions for Major Offenses or Serious Traffic Violations as stipulated in Title 49, Code of Federal Regulations, Section 383.51, Subpart D - Driver Disqualifications and Penalties. Other duties As assigned. 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. Affirmative Action/EEO statement Rotech is committed to attaining and maintaining a diverse workforce that is representative of the communities in which we do business. To this end, the Company has implemented an Affirmative Action program. Affirmative action goes beyond equal employment opportunity, which requires employers to eliminate discriminatory conditions, whether inadvertent or intentional, and to treat all employees equally in the workplace. Affirmative action takes proactive steps to recruit, hire, train, and promote individuals from groups that have traditionally been discriminated against based on membership in, association with or perception of race, gender, disability, veteran status and other characteristics.

Job Type:

Full-time Pay:

From $17.50 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person