Medical Equipment Customer Service Representative

Overview And Responsibilities

Rotech Healthcare Inc. is seeking a detail-oriented and compassionate Customer Service Representative to join our team. If you have experience in home healthcare, medical billing, or insurance verification—and thrive in a fast-paced, patient-centered environment—this role offers the opportunity to make a meaningful impact every day. You'll be the first point of contact for patients and referral sources, ensuring accurate intake, insurance qualification, and seamless coordination of durable medical equipment and respiratory services.

Essential Job Duties

• Manage patient intake and verify insurance coverage (Medicare, Medicaid, private payers)
• Communicate with patients, caregivers, referral sources, and internal teams to ensure timely service and resolution of inquiries
• Prepare and process documentation including CMNs, SOPs, invoices, and delivery paperwork
• Coordinate documentation and service setup for respiratory products and medical equipment
• Collaborate with outside agencies to resolve patient issues and ensure continuity of care
• Maintain organized records and referral logs in compliance with JCAHO and company standards
• Provide technical assistance and support for walk-in and retail equipment requests
• Assist with office operations including supply monitoring, deposits, and batch reporting
• Deal politely with patients and referral sources
• Manage several tasks at once
• Ability to work cooperatively with others
• 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)
• Performs other duties as assigned

Required Qualifications

• High school diploma or GED equivalent
• Valid driver's license in state of residence with a clean driving record (when applicable for the position)
• Employment is contingent on background check, drug screen (when applicable), and compliance with healthcare facility credentialing process (when applicable)

Preferred Qualifications

• One year of related work experience
• Experience in home healthcare, medical billing, or patient intake
• Familiarity with insurance verification and reimbursement practices
• Knowledge of medical terminology and durable medical equipment is a plus

Skills And Competencies

• Excellent verbal and written communication skills in English
• Strong attention to detail and ability to multi-task effectively
• Demonstrated problem-solving, time management, and organizational skills
• Capable of working independently and collaboratively within a team
• Ability to interpret and respond to various forms of communication (verbal, written, visual)
• Maintain confidentiality and handle sensitive information with discretion

Technical Abilities

• Microsoft applications: Outlook, Word and Excel
• Email transmission and communication
• Internet navigation and research
• Office equipment: fax machine, copier, printer, phone and computer and/or tablet

Physical Demands

• Ability to lift and carry office and patient equipment (minimum 35 lbs)
• Must be able to sit, stand, walk, talk, and listen for extended periods
• Requires close vision for reading small print on screens and paperwork
• May be required to drive a company vehicle, make home deliveries, and participate in on-call rotations
• Regular contact with patients and equipment may involve exposure to contagious pathogens

Benefits

• Generous paid time off and paid holidays
• Overtime pay for non-exempt positions (as applicable)
• Bonus and incentive opportunities
• 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
• Car, mileage, and telephone reimbursement (as applicable)