Medical Equipment Driver & Customer Service

About the Company

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.

About the Role

We are seeking a dedicated Customer Service Technician to join our team. In this position, you are responsible for the delivery, set up, and maintenance of medical equipment, oxygen, and supplies, as well as providing instruction to patients and/or caregivers on proper use and maintenance. You will also provide customer service over the phone and in-person to patients and referral sources.

Responsibilities

• Adhere to company policies and procedures regarding personnel protective safety equipment
• Assist with updating respiratory grid
• Be available for on-call assignments as needed
• Complete all necessary delivery forms and paperwork including invoices, work orders, manifests, logs, patient care instructions, and route sheets
• Coordinate verification of Medicare, Medicaid, and private insurance coverage information
• Deliver, set up, and maintain equipment at the delivery address using company/personal vehicle
• Develop and maintain working knowledge of current products, services, and all applicable governmental regulations
• Educate patients and/or caregivers on the safe use and maintenance of delivered items
• Maintain assigned company vehicle in a clean and safe working condition
• Maintain referral log
• Manage all aspects of intake: answering phones, receiving faxes, collecting patient and referral source information, data input into IMBS, printing tickets, assembling charts, and processing paperwork
• Monitor office supplies
• Observe additional needs that the patient may have and report during morning meeting
• Prepare CMNs/SOPs for Sales Reps and document on tracking log
• Prepare complete and accurate files for Billing Department
• Prepare tickets for daily routes
• Provide service for walk-in patients
• Report equipment hazards and/or product incidents as required
• Work with location personnel to coordinate deliveries
• Demonstrate ability to work cooperatively with others
• Deal politely with patients and referral sources
• Manage several tasks at once
• Perform other duties as assigned

Travel

• Travel via company/personal vehicle required to patient’s homes for set-ups and recurring delivery
• Use of a personal vehicle may be required for deliveries; all miles driven for company purposes will be eligible for mileage reimbursement

Requirements

• Employment is contingent on a background check (company-wide). Results will not be used automatically to disqualify individuals; the company will conduct an individualized assessment considering the duties of the position, nature and timing of the offense, and evidence of rehabilitation, in accordance with applicable laws.
• Drug screen (when applicable for the position)
• Compliance with healthcare facility credentialing process (when applicable for the position)
• Valid driver’s license in state of residence with a clean driving record (when applicable for the position)

Qualifications

• High school diploma or GED equivalent (required)
• Experience with medical equipment (preferred)
• One year of related work experience (preferred)
• Medical terminology (preferred)

Skills and Competencies

• Accurately perform simple mathematical calculations
• Effectively communicate in English, both oral and written
• Interpret a variety of communications (verbal, non-verbal, written, listening, and visual)
• Maintain confidentiality, discretion, and caution when handling sensitive information
• Multi-task with attention to detail
• Self-motivation, organization, time-management, and deductive problem-solving skills
• Work independently and as part of a team

Technical Abilities

• Email transmission and communication
• Internet navigation and research
• Microsoft applications: Outlook, Word, and Excel
• Office equipment: fax machine, copier, printer, phone, computer, and/or tablet
• Mechanically inclined for repair and troubleshooting of equipment
• Successfully demonstrate loading, unloading, and proper tie-down procedures as per company policy of transported cargo
• Understand the use of all applicable home respiratory equipment and supplies

Physical Demands

• Lift and carry office equipment at times
• Requires sitting, walking, standing, talking, and listening
• Requires close vision to small print on computer, tablet, and paperwork
• Requires lifting (minimum of 65 pounds) and transporting patient equipment
• Requires contact with patients and equipment with potential exposure to contagious pathogens
• Requires driving a company/personal vehicle for the majority of the workday
• Required to comply with Rotech Respiratory Protection & N95 Mask Fit Testing Policy
• Medical evaluation and fit testing compliance in a timely manner, with annual recertification
• Keep face clean-shaven to ensure N95 mask face-seal protection per OSHA guidelines

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