Wound Care Intake Customer Service Supervisor - Remote Eligible

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.

Job Summary

We are seeking a dedicated Wound Care Intake Supervisor to join our team. In this position, you are responsible for performing all tasks and communication related to intake of patient information concerning the service of durable medical equipment and respiratory products and supplies with patients/clients, co-workers and referral sources as it relates to patient services and third party reimbursement.

• Work From Home after successful completion of IN OFFICE TRAINING and are meeting expectations with management approval
• Monday – Friday, 8am – 5pm

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.)

• Actively supports and conducts quality assurance monitoring for all team members on a frequent and ongoing basis to ensure patient satisfaction and conformance with process requirements and quality standards, while leading initiatives to eliminate non-conformance to operational policies and procedures
• Answers the phone and receives faxes, collecting patient and referral source information, inputting data into Brightree, assembling charts and processing paperwork
• 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
• Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns
• Conducts themselves as a role model of professionalism for the team
• 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
• Ensures subordinates adhere to defined schedules
• Identifies team and individual training needs and assists in developing plans for immediate and long-term performance improvements
• Maintains accuracy and quality control throughout patient contact and data input
• Monitors and documents employee performance results for ongoing coaching and performance appraisals to ensure they consistently meets or exceeds productivity measures
• Prepares complete and accurate files for Billing Department
• Provides daily management of direct report employees within department
• 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 thorough review and Quality Assurance for medical necessity and documentation requirements of payors and regulatory bodies
• Works extensively with Brightree 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

• High school diploma or GED equivalent, required

Preferred Education and/or Experience

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

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