Medical Equipment Customer Service Representative

Rotech Healthcare Inc.•Denver, CO

About The Position

Rotech Healthcare Inc. is seeking a detail-oriented and compassionate Customer Service Representative for home healthcare intake and insurance verification. The position serves as a first point of contact for patients and referral sources, helping ensure accurate intake, insurance qualification, and coordinated setup of durable medical equipment and respiratory services. The role pays $20 to $21 per hour, depending on related experience, and is eligible for a bonus opportunity. The representative supports office operations, communicates with patients and care partners, coordinates documentation and equipment service setup, maintains referral records, processes intake and insurance verification, and provides technical assistance for walk-in and retail equipment requests. Depending on business needs, the role may also involve on-call coverage, driving a company vehicle, and delivering equipment to patients' homes. Candidates may qualify through a combination of education, training, and relevant experience that demonstrates the abilities needed for the role. A high school diploma or GED, experience in home healthcare, medical billing, or patient intake, and familiarity with insurance verification are preferred. The position requires strong communication, organization, confidentiality, and multitasking skills. Physical requirements include lifting and carrying equipment weighing at least 35 pounds and being able to sit, stand, walk, talk, and listen for extended periods.

Requirements

Meet education requirements mandated by applicable federal, state, or local law, regulation, licensing requirement, or contract.
Demonstrate, through a combination of education, training, and relevant work experience, the knowledge, skills, and abilities necessary to perform the essential functions.
Complete a company-wide background check; results are subject to an individualized assessment and are not used automatically to disqualify individuals.
Complete a drug screen when applicable to the position.
Comply with healthcare facility credentialing processes when applicable.
Have a valid driver's license in the state of residence and a clean driving record when applicable.
Interpret and respond to verbal, written, and visual communications.
Work independently and collaboratively within a team.
Demonstrate problem-solving, time-management, and organizational skills.
Have excellent verbal and written communication skills in English.
Maintain confidentiality and handle sensitive information with discretion.
Demonstrate strong attention to detail and effective multitasking.
Be able to lift and carry office and patient equipment weighing at least 35 pounds.
Be able to sit, stand, walk, talk, and listen for extended periods.
Have close vision sufficient to read small print on screens and paperwork.

Nice To Haves

High school diploma or GED equivalent.
Experience in home healthcare, medical billing, or patient intake.
Familiarity with insurance verification and reimbursement practices.
Knowledge of medical terminology and durable medical equipment.

Responsibilities

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.
Interact 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.
Manage several tasks at once.
Cover on-call duties, drive a company vehicle, and make deliveries to patients' homes when required.
Maintain predictable and regular attendance and arrive at 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.

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.