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.

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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

(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

• Background check (company-wide).…