Medical Equipment Customer Service Representative (TEMP)

About Rotech

Rotech Healthcare Inc. is 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.

Overview and Responsibilities

Customer Service Representative – Home Healthcare Intake & Insurance Verification

• Work cooperatively with others
• 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
• Cookordinate 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

Why Join Rotech?

• Be part of a mission-driven team improving lives through home-based care
• Work in a supportive environment with opportunities for growth and advancement
• Competitive compensation, benefits, and employee recognition programs

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

• 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

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

• 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
• 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