OVERVIEW
Join the Leader in the Home Healthcare Industry
Rotech Healthcare Inc. is a national leader in providing Respiratory and Sleep Apnea treatment as well as home medical equipment. Each and every day, thousands of employees contribute to delivering outstanding customer service and patient care through hundreds of locations across 45 states. For additional information, please visit our company homepage Rotech.com
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JOB INFORMATION
Summary
We are seeking a skilled Customer Service Representative Area Specialist that will be responsible for developing and training new and current Customer Service Representatives (CSRs) assigned to a specific geographical area. This role will also provide expert level guidance and best practices on performing successfully in this role, conducts training and creates development courses for new and ongoing learning, supports the Area CSR team as an escalation point for complex and high risk situations and develops camaraderie through team building with the Area CSRs.
Essential Duties and Responsibilities

• Responsible for training and development of all CSR's within the geographical Area assigned.
• Provides expert level guidance and training of intake system procedures.
• Improves productivity and retention in the Area by implementing the Centralized Hub and Satellite and CSR Specialization strategies.
• Reviews operational and administrative CSR tasks, and ensures they are completed timely by Area CSRs.
• Conducts frequent needs assessments of the Area CSRs and provides extra support and training as needed.
• Supports their home location by providing CSR responsibilities as needed during down time of training responsibilities.
• Provides back up support for CSRs due to high demand and vacation scheduling, etc.
• Creates teambuilding atmosphere in the Area by scheduling frequent calls and visits and activities to unify the Area team.
• Coordinates training, meetings, and activities to include PSTs, RTs, and Sales Reps along with CSRs.
• Develops and maintains expert level working knowledge of current products and services offered by the company and all applicable governmental regulations.
• Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA/DOT and JCAHO guidelines.
• Responds timely with solutions to requests for assistance, support, and training.
• Provides effective customer service excellence in all communications with patients and referral sources both verbally and in writing, and trains staff on providing customer service excellence.
• Teaches CSRs to build effective relationships with patients and referral sources.
• Teaches CSRs to adhere to the guidelines established on the 'Rotech Way'
• Complies with applicable laws and regulations; including but not limited to HIPAA.
• Adheres to and implements all company policies and procedures, including but not limited to Clinical Programs.
• Performs due diligence in securing all company information, including but not limited to company and patient information.

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

• College degree or equivalent experience
• Experience in medical field and administrative record management
• Minimum of three (3) years internal CSR experience at Rotech required
• Must fully understand all aspects of the e-intake system, CSR job duties, and be able to train and develop a CSR team within their geographical Area
• Has attended Rotech University CSR training and Train the Trainer courses

Communication Skills

• Ability to work and train a CSR team within the Area
• Effective communication with Area CSRs to ensure they have an understanding of the current products and services offered by the company, and their role in the organization
• Excellent teaching and coaching ability to provide the team with hands on guidance and role specific expertise
• Ability to update management regularly on important developments and training needs
• Effective written and oral communication skills

Physical Demands

• Travel extensively within geographical Area via personal vehicle and/or airplane
• Facilitate and present training classes
• Utilize computer for extensive hours
• Regularly review documents with small print

ROTECH INFORMATION
Benefits

• 401k
• Medical, Dental and Vision
• Life Insurance and Disability
• Generous Paid Time Off and Paid Holidays
• Employee Discount Program
• Employee Recognition Program
• Bonus and Incentive Opportunities

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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. Rotech Healthcare Inc. is a DRUG FREE WORKPLACE