Medical Equipment Operations Customer Service

Rotech Healthcare Inc.•Webster, TX

About The Position

Rotech Healthcare Inc. is seeking a detail-oriented and patient-focused Customer Service Representative (Market Operations) to join our growing team. If you have experience in healthcare administration, insurance verification, or patient intake—and thrive in a fast-paced, mission-driven environment—this role is for you. You’ll play a key role in ensuring patients receive the medical equipment and respiratory therapies they need by managing intake, verifying insurance, and coordinating services across multiple locations.

Requirements

High school diploma or GED equivalent, required
Accurately perform simple mathematical calculations
Effectively communicate in English; both oral and written
Interpret a variety of communications (verbal, non-verbal, written, listening and visual)
Maintain confidentiality, discretion and caution when handling sensitive information
Multi-task along with attention to detail
Self-motivation, organized, time-management and deductive problem solving skills
Work independently and as part of a team
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

Nice To Haves

Experience with medical equipment, preferred
Experience with medical billing practices and of billing reimbursement, preferred
Experience in medical field and administrative record management, preferred
One year of related work experience, preferred
Medical terminology, preferred

Responsibilities

Verify Medicare, Medicaid, and private insurance coverage for durable medical equipment and respiratory products.
Manage new patient setups and service requests across multiple regional locations.
Communicate with patients, caregivers, referral sources, and internal teams to ensure smooth service delivery.
Maintain accurate documentation and records in compliance with company and JCAHO standards.
Lead onboarding and training sessions for new locations joining the regional team.
Identify workflow improvements to reduce delays and enhance patient care.
Provide technical assistance and support to patients and referral sources.
Collaborate with sales and operations teams to resolve issues and meet service expectations.
Performs other duties as assigned.

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