Medical Customer Support Team Leader

OVERVIEW

Rotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care 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

JOB INFORMATION

Summary

We are seeking a dedicated Department Team Lead. In this role you will be responsible assisting the team supervisor in managing and directing the activities of the department’s employees including ensuring resources are utilized efficiently, in accordance with department objectives and in ways that consistently promote patient quality and satisfaction.

Essential Duties and Responsibilities

• Assists with conformance to operational policies and procedures


• Brings ideas for process or efficiency improvements to supervisor


• Builds relationships with locations, patients and referral sources


• Collects co-pays and deductible amounts


• Conducts coaching sessions to identify opportunities and recognize positive behaviors


• Conducts insurance verification and eligibility for services/products


• Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns


• Consistently meets productivity measures


• Contributes to the attainment of a safe and healthy work environment by promoting awareness


• Develops and motivates assigned employees and ensures they have the necessary tools and information to effectively perform their job


• Develops, maintains and constantly improves working knowledge of products, services, rules, regulations and payor requirements


• Effectively communicates with location employees


• Ensures associates are practicing safe work habits, ensuring a safe work environment


• Ensures team members are on task with assignments


• Identifies team and individual training needs and assists team supervisor in developing plans for immediate and long-term performance improvements


• Identifies the most appropriate course of action for problem resolution and effectively communicates plans to the team supervisor


• Issues disciplinary action as needed for attendance, work performance and policy violations


• Maintains accuracy and quality control throughout patient contact and inputs accurately


• Monitors and controls expenses in support of department’s financial goals


• Monitors and documents employee performance results and communicates to the team supervisor


• Monitors team progress through service observations and feedback


• Monitors workload of associates, collaborate with the team supervisor to ensure employees meet company expectations


• Obtains authorization and qualification documentation


• Participates in special project activities by providing additional information and training


• Pro-actively solves problems and provides timely feedback to the team supervisor for resolution to ensure minimal impact on patient


• Processes new orders, responds to questions, resolves issues or forwards to appropriate personnel


• Processes work orders to field locations and coordinates timely fulfillment of products and services ordered


• Promotes a supportive environment in which employees are encouraged to solve problems and address patient issues


• Provides education to referral sources, patients and employees on qualifications for service and 3rd party billing


• Provides guidance, motivation and support to enable employees to become more proficient and to broaden their knowledge and capabilities


• Provides thorough review and quality assurance for medical necessity and documentation requirements of payors and regulatory bodies


• Performs other duties as assigned

Supervisory Responsibilities

• Assists department’s Manager/Supervisor

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)

Education and/or Experience

• Bachelor’s Degree or equivalent


• Experience in medical field and administrative record management preferred


• Experience in the healthcare industry preferred


• Must be able to type on a computer


• One to three years of related prior work experience in a team-oriented environment


• Strong customer service background


• Three to five years of supervisory experience is preferred

Skills, Knowledge and Abilities

• Effectively communicate in English; both oral and written, with physicians, location employees and patients to ensure questions and concerns are processed in a timely manner


• Helpful, knowledgeable and polite while maintaining a positive attitude


• Interprets a variety of instructions in a variety of communication mediums


• Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME)


• Knowledge of insurance policies and requirements


• Knowledge of medical billing practices and of billing reimbursement


• Maintain confidentiality and practice discretion and caution when handling sensitive information


• Medical terminology


• Multi-task along with attention to detail


• Must be able to accurately perform simple mathematical calculations using addition, subtraction, multiplication and division


• Self-motivation, organized, time-management and deductive problem solving skills


• Work independently and as part of a team

Physical Demands

• Lift and carry up to 10 pounds


• Requires sitting, walking, standing, talking or listening


• Requires close vision to small print on computer and or paperwork

Machines, Equipment and Technical Abilities

• Email transmission and communication


• Type on a computer and or a tablet


• Internet navigation and research


• Microsoft applications including but not limited to Word, Excel, Power-Point, Publisher, Access, etc.


• Office equipment; fax machine, copier, printer, phone and computer


• Understanding use of all applicable home medical equipment and supplies

Work Environment

• Office environment

ROTECH INFORMATION

Benefits

• 401k


• Medical, Dental and Vision


• Life Insurance and Disability


• Generous Paid Time Off and Paid Holidays


• Bonus and Incentive Opportunities


• Mileage reimbursement (when applicable for the position)


• Telephone reimbursement (when applicable for the position)

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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.