Medical Equipment Customer Service Representative

Job DescriptionJob DescriptionOverviewJoin a Leader in Home HealthcareAt Rotech Healthcare Inc., we’re more than a medical equipment provider—we’re a trusted partner in patient care. As a national leader inventilators, 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 46 states, our team delivers high-quality products, exceptional service, and compassionate support that helps patients live more comfortably, independently, and actively. Whether you're a clinician, technician, or healthcare administrator, your work at Rotech directly improves lives.Explore more about our mission and services at Rotech.com. ResponsibilitiesCustomer Service Representative – Home Healthcare Intake & Insurance VerificationJob SummaryRotech Healthcare Inc. is seeking a detail-oriented and compassionate Customer Service Representative to join our team. If you have experience in home healthcare, medical billing, or insurance verification—and thrive in a fast-paced, patient-centered environment—this role offers the opportunity to make a meaningful impact every day.You’ll be 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.Essential Job Duties and Responsibilities(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.)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 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.Performs 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.Ready to help patients get the care they need at home? Apply today and join a team that puts people first. QualificationsEmployment is contingent onBackground check (company-wide). Results will not be used automatically to disqualify individuals. Instead, the Company will conduct an individualized assessment that considers the duties of the position, the nature and timing of the offense, and any 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)Required Education and/or Experience:Candidates may qualify through a combination of education, training, and relevant work experience that demonstrates the knowledge, skills, and abilities necessary to successfully perform the essential functions of the position. Any education requirements mandated by applicable federal, state, or local law, regulation, licensing requirement, or customer contract. Preferred Education and/or ExperienceHigh school diploma or GED equivalentExperience 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 CompetenciesAbility to interpret and respond to various forms of communication (verbal, written, visual)Capable of working independently and collaboratively within a teamDemonstrated problem-solving, time management, and organizational skillsExcellent verbal and written communication skills in EnglishMaintain confidentiality and handle sensitive information with discretionStrong attention to detail and ability to multi-task effectivelyMachines, Equipment and Technical AbilitiesEmail transmission and communicationInternet navigation and researchMicrosoft applications; Outlook, Word and ExcelOffice equipment; fax machine, copier, printer, phone and computer and/or tabletPhysical DemandsAbility 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 rotationsMust be able to sit, stand, walk, talk, and listen for extended periodsRegular contact with patients and equipment may involve exposure to contagious pathogensRequires close vision for reading small print on screens and paperwork