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

Job Summary

We are seeking a dedicated Quality Control PAD Training Manager to join our team. In this position, you will work with Management and other department leaders in helping them to analyze and understand their financial and operational data to assist in the development of action and improvement plans. Analyzing and auditing calls to ensure Quality Thresholds are met.

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.)

• Call Center Metrics - Audits the customers of the Patient Account Center by reviewing outbound telephone calls/receive inbound telephone calls with a focus on call quality, FDCPA adherence, call flow and final disposition of the accounts assigned
• Collections Performance - Review key daily/weekly/monthly metrics for all aspects of patient account activity within the collections cycle
• Communicates with persons outside the organization via phone, or in writing
• Complies with applicable laws and regulations; including but not limited to HIPAA
• Creates and maintains constructive working relationships with management staff and executive staff
• Daily Collections Workflow - Analyze system data to improve functional efficiencies and facilitate daily operational workflows within key department functions
• Ensures all work product comply with applicable laws, regulations and standards
• Ensures consistent communication of the PAD process flow, compliance information by utilizing available mechanisms (i.e., DME regional center websites, internal and external newsletters, web boards, inter-company websites, reimbursements Q/A, etc.)
• Identifies Process improvements and escalates to the CCD
• Monitor, trending and reporting on accounts at risk
• Obtains a general overview of other departmental operations in order to communicate effectively between various functions
• Participates in department and company meetings, events, etc.
• Performs diligence in securing all company information, including but not limited to company and patient information
• Prepare and present key financial and operational metrics on a weekly and monthly basis
• Provides clear documentation on training for each PAD associate
• Recommends process improvements to Collections Center Manager and Director to enhance overall departmental efficiencies
• Remains current in company processes and changes through review of pertinent publications, newsletters, workshops and self-study
• Reports findings and resolution of problematic issues and areas as well as general guidance to the PAD staff on how to manage and prevent similar situations from reoccurring
• Responsible for development of written and electronic training materials
• Responsible for ongoing training of PAD staff as new processes or process failures are identified
• Responsible for on-site PAD training to include problems identified by the PAD management, supervisory staff, or Internal Audit (e.g.; excessive paperwork errors, payer education, timeliness issues, working reports assistance etc.)
• Special Projects as well as assist with the reeducation of PAD staff
• Supervise PAD Field Trainer
• Work directly with Director of Training and PAD Director to plan and prepare for PAD new hire training
• This role will interact with multiple levels of management. Including any BPO's
• Works closely with the Collection Center Manager and Director
• Serves as a primary line of communication between Collections Center Director and VP of Billing and Collections on trends and reporting
• Significant Cross Functional interactions and regular contact with CCC's, Locations and the Legal Department
• Performs other duties as assigned

Travel

• Travel 10%
• Infrequent overnight travel may be required

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)

Required Education and/or Experience

• High school diploma or GED equivalent, required

Preferred Education and/or Experience

• Bachelor's Degree or equivalent in Billing and Collections, preferred
• Background in auditing and reporting of patient collections as well as customer service, preferred
• Collections or customer service experience in Healthcare Industry, preferred
• Experience with insurance policies and requirements, preferred
• Experience with medical billing practices and of billing reimbursement, preferred
• FDCPA Certification, preferred
• Knowledge of FDCPA regulations, preferred
• Medical terminology, preferred
• One year of related work experience, preferred
• Three years of training/reporting experience in a team oriented environment, 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
• 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

• Able to sit at a computer for long periods
• Lift and carry office equipment at times
• Requires close vision to small print on computer and/or tablet and paperwork
• Requires sitting, walking, standing, talking and listening
• Use computer and telephone consistently

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
• 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.