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.
• Coordinate documentation and service setup for respiratory products and medical equipment.
• Prepare and process documentation including CMNs, SOPs, invoices, and delivery paperwork.
• 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.

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.

Skills And Competencies

• Excellent verbal and written communication skills in English.
• 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.
• Strong attention to detail and ability to multi-task effectively.
• Maintain confidentiality and handle sensitive information with discretion.

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

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

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.