Medical Equipment Customer Service Representative

About the role

Rotech Healthcare Inc. is seeking a Customer Service Representative to join our team. This role involves assisting with patient intake, insurance verification, and coordinating durable medical equipment and respiratory services.

Responsibilities

• Work cooperatively with others and assist with office operations including supply monitoring, deposits, and batch reporting.
• Collaborate with outside agencies to resolve patient issues and ensure continuity of care.
• Communicate with patients, caregivers, referral sources, and internal teams to ensure timely service and resolution of inquiries.
• Coordinate documentation and service setup for respiratory products and medical equipment.
• Deal politely with patients and referral sources.
• Maintain organized records and referral logs in compliance with JCAHO and company standards.
• Manage patient intake and verify insurance coverage (Medicare, Medicaid, private payers).
• Manage several tasks at once.
• May be required to cover on call, drive a company vehicle and make deliveries to patient's homes.
• Predictable and regular attendance (arrive to work on time).
• Prepare and process documentation including CMNs, SOPs, invoices, and delivery paperwork.
• Provide technical assistance and support for walk-in and retail equipment requests.
• Perform other duties as assigned.

Qualifications

• High school diploma or GED equivalent, required.
• One year of related work experience, preferred.
• Experience in home healthcare, medical billing, or patient intake (preferred).
• Familiarity with insurance verification and reimbursement practices.
• Knowledge of medical terminology and durable medical equipment is a plus.
• Ability to interpret and respond to various forms of communication (verbal, written, visual).
• Capable of working independently and collaboratively within a team.
• Demonstrated problem-solving, time management, and organizational skills.
• Excellent verbal and written communication skills in English.
• Maintain confidentiality and handle sensitive information with discretion.
• Strong attention to detail and ability to multi-task effectively.