Customer Support Specialist (NPWT) REMOTE

Responsibilities

The specialist manages new order intake, verifies insurance eligibility, and processes clinical and billing documentation for negative pressure wound therapy. They also act as a patient advocate by resolving questions, conducting satisfaction calls, and providing technical assistance to customers and referral sources.

Requirements

Candidates must have a high school diploma or GED equivalent and the ability to work independently in a remote environment. Preferred qualifications include one year of related work experience, knowledge of NPWT insurance requirements, and familiarity with medical terminology.

Skills

• Customer support
• Data entry
• Insurance verification
• Medical terminology
• Quality assurance
• Patient advocacy
• Communication
• Time management
• Problem solving
• Multi-tasking
• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• Documentation
• Attention to detail

Benefits

• Paid time off
• Paid holidays
• 401(k)
• HSA
• FSA
• Medical insurance
• Prescription coverage
• Dental insurance
• Vision coverage
• Life insurance
• Disability insurance
• Accidental death insurance
• Identity protection
• Legal services
• Mental health support
• Diabetes and high blood pressure programs

About this role

About Rotech

Join a Leader in Home Healthcare
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.

Overview and Responsibilities

Job Summary
We are seeking a dedicated Negative Pressure Wound Therapy (NPWT) Customer Support Specialist 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.
Pay starting at $15 with potential to earn more depending on related experience
PART TIME: Tuesday and Thursday from 7:30am to 4:30pm MST
100% REMOTE Work from Home day one of employment, Must live in the US
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.)
Able to manage projects and oversee them
Audit teams work and find areas of improvement
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
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 directly with the field and their direct contact person
Works extensively with eIntake proprietary system
Performs other duties as assigned

Qualifications

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
High school diploma or GED equivalent, required
Preferred Education and/or Experience
Extensive knowledge of documentation needed for all wound types
Extensive knowledge of insurance requirements for NPWT
Medical terminology, preferred
One year of related work experience, preferred
Strong customer service background, preferred
Skills and Competencies
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
Requires close vision to small print on computer and/or tablet and paperwork; extensive hours working on the computer

Rotech Information

Benefits
Generous paid time off and paid holidays
Overtime pay for non-exempt positions (as applicable)
Commission for Account Executives
Bonus and incentive...

About Rotech Healthcare Inc.

Hospitals and Health Care · 1,001-5,000 employees · headquartered in Orlando, Florida