Medical Equipment Customer Service Representative

Position Overview

Rotech Healthcare Inc. is a national leader in home healthcare, providing ventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic solutions, and other home medical equipment. We are seeking a detail-oriented and compassionate Customer Service Representative for Home Healthcare Intake & Insurance Verification. In this role, you will be the first point of contact for patients and referral sources, ensuring accurate intake, insurance verification, and seamless coordination of durable medical equipment and respiratory services. Join a mission-driven team that values exceptional service, teamwork, and continuous improvement to help patients live more comfortably and independently.

Key Responsibilities

• Ability to 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.
• 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 patients' homes.
• Arrive to work on time and maintain predictable, regular attendance.
• 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.

Required Qualifications

• Background check (company-wide); results will be individually evaluated.
• Drug screen (when applicable for the position).
• Compliance with healthcare facility credentialing process (when applicable for the position).
• Valid driver’s license with a clean driving record (when applicable for the position).
• Education: High school diploma or GED equivalent, required

Preferred Qualifications

• 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.

Benefits & Perks

• 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