Medical Equipment Customer Service Representative

Rotech Healthcare Inc. is a national leader in home healthcare equipment, providing ventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic solutions, and other durable medical equipment to patients in the comfort of their homes. Customer Service Representative – Home Healthcare Intake & Insurance Verification Rotech Healthcare Inc. seeks a detail-oriented and compassionate customer service representative who will serve as 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. Job Summary The successful applicant will thrive in a fast-paced, patient-centered environment, making a meaningful impact daily by performing a diverse set of duties including intake, insurance verification, documentation coordination, and patient communication. Essential Job Duties and Responsibilities Work cooperatively with others. Assist with office operations such as 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, including Medicare, Medicaid, and private payers. Handle multiple tasks simultaneously. Cover on‑call shifts, drive a company vehicle, and make deliveries to patients’ homes as required. Maintain predictable and regular attendance. Prepare and process documentation including CMNs, SOPs, invoices, and delivery paperwork. Provide technical assistance 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. Employment is contingent on Background check. Results will not be used automatically to disqualify applicants; an individualized assessment will be conducted in accordance with applicable laws. Drug screen when applicable. Compliance with the healthcare facility credentialing process when applicable. Valid driver’s license in state of residence with a clean driving record when applicable. Required Education and/or Experience High school diploma or GED equivalent, required. Preferred Education and/or Experience 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. Capability to work 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 Office applications: Outlook, Word, and Excel. Use of office equipment: fax machine, copier, printer, phone, computer, and/or tablet. Physical Demands Ability to lift and carry office and patient equipment up to 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. Bonus and incentive opportunities. Car and mileage reimbursement for eligible positions. 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. Equal Opportunity Employer Rotech Healthcare Inc. is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities. Rotech Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment, and compensates employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, physical or mental disability, pregnancy, or any other personal characteristic protected by applicable federal, state, and local laws governing nondiscrimination in employment in each locality where Rotech has employees. #J-18808-Ljbffr