Medical Customer Support Team Leader (Evening Shift)

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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.

Summary

We are seeking a dedicated Department Team Lead of the Customer Support Center. 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.

Is an evening shift 11:30am-8pm CST 

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.)

• 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
• Develops and motivates assigned employees and ensures they have the necessary tools and information to effectively perform their job
• 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 workload of associates, collaborate with the team supervisor to ensure employees meet company expectations
• Obtains authorization and qualification documentation
• 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
• Provides education to referral sources, patients and employees on qualifications for service and 3rd party billing
• Provides thorough review and quality assurance for medical necessity and documentation requirements of payors and regulatory bodies
• 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

• Candidates may qualify through a combination of education, training, and relevant work experience that demonstrates the knowledge, skills, and abilities necessary to successfully perform the essential functions of the position.
• Any education requirements mandated by applicable federal, state, or local law, regulation, licensing requirement, or customer contract.

Preferred Education and/or Experience

• High school diploma or GED equivalent, preferrred
• 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 insurance policies and requirements
• Knowledge of medical billing practices and of billing reimbursement
• Maintain confidentiality and practice discretion and caution when handling sensitive information
• 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

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

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.