Medical Equipment Customer Service Representative

Rotech Healthcare; United States; On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Paid time off

Paid holidays

Health insurance

401(k) plan

HSA/FSA

Job summary

Rotech Healthcare, Inc. is seeking a detail-oriented Customer Service Representative to join our Home Healthcare Intake & Insurance Verification team.

You will be the first point of contact for patients and referral sources, ensuring accurate intake and timely insurance verification for durable medical equipment and respiratory services. The role requires strong organizational and communication skills, the ability to multi-task in a fast-paced environment, and the willingness to cover on-call

Qualifications

• High school diploma or GED required.
• 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.

Responsibilities

• Serve as the first point of contact for patients and referral sources.
• Verify insurance coverage and manage patient intake.
• Coordinate documentation and service setup for respiratory products.
• Assist with office operations including deposits and batch reporting.
• Communicate with patients, families, referral sources, and internal teams to resolve inquiries.
• Cover on-call rotations and potential home deliveries as required.
• Maintain organized records and referral logs per compliance standards.
• Manage patient intake and verify insurance coverage (Medicare, Medicaid, private payers).
• Prepare and process documentation including CMNs, SOPs, invoices, and delivery paperwork.

Skills

Communication skills

Teamwork

Time management

Organization

Attention to detail

English proficiency

Education

High school diploma or GED

Tools

MS Office

Office equipment

Job description

Customer Service Representative – Home Healthcare Intake & Insurance Verification

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.

Essential Job Duties and 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.
• 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.
• Perform other duties as assigned.

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.

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.