Customer Service Technician

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 inperson to patients and referral sources.

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 oncall 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 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 walkin 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 vehicle required to patients homes for setups and reoccurring delivery

Qualifications:

Employment is contingent on

• Background investigation (companywide)
• Drug screen (when applicable for the position)
• Valid drivers 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 nonverbal written listening and visual)
• Maintain confidentiality discretion and caution when handling sensitive information
• Multitask along with attention to detail
• Selfmotivation organized timemanagement 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 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 cleanshaven to ensure N95 Mask faceseal protection per OSHA guidelines