Medical Equipment Customer Service Representative

Rotech Healthcare; Southborough (MA); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Paid time off

Medical coverage

Overtime opportunities

Bonus opportunities

Job summary

Rotech Healthcare Inc. is seeking a detail-oriented Customer Service Representative for Home Healthcare Intake & Insurance Verification in MA. You will be the first contact for patients and referral sources, handling intake, insurance verification, and coordinating equipment and respiratory services.

The role emphasizes accurate documentation, collaboration with teams, and timely communication in a fast-paced healthcare setting. Prior home healthcare or billing experience is a plus.

Qualifications

• High school diploma or GED is required.
• Experience in home healthcare, medical billing, or patient intake preferred.
• Strong English verbal and written communication.
• Ability to verify insurance coverage (Medicare, Medicaid, private payers).
• Detail-oriented with excellent organizational skills.

Responsibilities

• Serve as first point of contact for patients and referral sources.
• Verify insurance and coordinate intake for durable medical equipment.
• Assist with office operations, reporting, and documentation.
• Provide courteous service and resolve inquiries promptly.

Skills

Communication

Multitasking

Time management

Attention to detail

Teamwork

English proficiency

Customer service

Education

High school diploma or GED

Tools

Microsoft Office

Outlook

Excel

CRM systems

Job description

Join a Leader in Home Healthcare At

About Rotech Join a Leader in Home Healthcare 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. 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.

Overview And Responsibilities

Customer Service Representative – Home Healthcare Intake & Insurance Verification

Job Summary

Rotech 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.

In the State of MA this position pays between $20/hr. – $23/hr. depending on related experience, plus bonus opportunity.

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.

Qualifications

Employment is contingent on

• Background 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

• 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 (verbal, written, visual)
• Capable of working 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 applications; Outlook, Word and Excel
• Office equipment; fax machine, copier, printer, phone and computer and/or tablet

Physical Demands

• Ability 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 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

Rotech Information

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

All positions are posted for a minimum of five (5) days and remain open until filled by a qualified applicant, generally no longer than 200 days. Thank you for your interest in Rotech Healthcare Inc.

Florida applicants - Background screening is required through the Florida Care Provider Background Screening Clearinghouse: https://info.flclearinghouse.com/

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.