Medical Equipment Customer Service Representative

Position Overview

Rotech Healthcare Inc., a national leader in home healthcare and medical equipment, is seeking a detail-oriented and compassionate Customer Service Representative – Home Healthcare Intake & Insurance Verification. As the first point of contact for patients and referral sources, you will ensure accurate intake, insurance verification, and seamless coordination of durable medical equipment and respiratory services – making a meaningful impact on patient care.

Key Responsibilities

• Work cooperatively with team members and external agencies to resolve patient issues and ensure continuity of care.
• Assist with office operations including supply monitoring, deposits, and batch reporting.
• 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.
• Manage patient intake and verify insurance coverage (Medicare, Medicaid, private payers).
• Prepare and process documentation including CMNs, SOPs, invoices, and delivery paperwork.
• Provide technical assistance and support for walk-in and retail equipment requests.
• Cover on call, drive a company vehicle, and make deliveries as needed.
• Perform other duties as assigned in a fast-paced, patient-centered environment.

Required Qualifications

• High school diploma or GED equivalent.
• Successful completion of background checks and drug screening (when applicable).
• Valid driver’s license with a clean driving record (if applicable).
• Excellent verbal and written communication skills in English.
• Strong organizational skills with the ability to multi-task in a fast-paced environment.
• Proficiency in Microsoft Office applications and familiarity with office equipment (fax, copier, printer, etc.).
• Ability to lift a minimum of 35 lbs and perform physical tasks as required.

Preferred Qualifications

• At least 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.

Benefits & Perks

• Generous paid time off and paid holidays
• Overtime pay for non-exempt positions (as applicable)
• Bonus and incentive opportunities
• Car, mileage, and telephone reimbursement (as applicable)
• 401(k), HSA, and FSA/Dependent Care FSA programs
• Medical, prescription, dental, and vision coverage
• Life insurance, disability, accidental death, and legal services
• Employee discount, recognition programs and Employee Assistance Program (EAP)
• Access to specialized programs such as Meru Health, Mercer SmartConnect Medicare, Livongo Diabetes, and High Blood Pressure programs