Medical Equipment Customer Service Representative

Rotech Healthcare Inc.•Dallas, TX

21h

About The Position

Rotech Healthcare Inc. is seeking a detail-oriented, compassionate Customer Service Representative to support home healthcare intake and insurance verification. The role is a first point of contact for patients and referral sources and helps ensure accurate intake, insurance qualification, and coordinated delivery of durable medical equipment and respiratory services. The representative communicates with patients, caregivers, referral sources, outside agencies, and internal teams, while supporting office operations and maintaining records in accordance with JCAHO and company standards. The position may also involve on-call coverage, driving a company vehicle, and delivering equipment to patients’ homes.

Requirements

Candidates must demonstrate the knowledge, skills, and abilities necessary to perform the essential functions through a combination of education, training, and relevant work experience.
Meet any education requirements mandated by applicable federal, state, or local law, regulation, licensing requirement, or contract.
Ability to interpret and respond to verbal, written, and visual communication.
Ability to work independently and collaboratively within a team.
Problem-solving, time-management, and organizational skills.
Excellent verbal and written communication skills in English.
Ability to maintain confidentiality and handle sensitive information with discretion.
Strong attention to detail and ability to multitask effectively.
Ability to lift and carry office and patient equipment weighing at least 35 pounds.
Ability to sit, stand, walk, talk, and listen for extended periods.
Close vision sufficient to read small print on screens and paperwork.
Employment is contingent on a company-wide background check, with an individualized assessment of results; drug screening and healthcare facility credentialing apply when applicable.
A valid driver’s license in the state of residence and a clean driving record are required when applicable.

Nice To Haves

High school diploma or GED equivalent 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

Assist with office operations, including supply monitoring, deposits, and batch reporting.
Collaborate with outside agencies to resolve patient issues and support continuity of care.
Communicate with patients, caregivers, referral sources, and internal teams to coordinate timely service and resolve inquiries.
Coordinate documentation and service setup for respiratory products and medical equipment.
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.
Prepare and process documentation, including CMNs, SOPs, invoices, and delivery paperwork.
Provide technical assistance and support for walk-in and retail equipment requests.
Work cooperatively with others and manage multiple tasks.
Maintain predictable, regular attendance and arrive to work on time.
May cover on-call rotations, drive a company vehicle, and make deliveries to patients’ homes.
Perform other duties as assigned.

Benefits

Generous paid time off and paid holidays.
Overtime pay for non-exempt positions, as applicable.
Bonus and incentive opportunities.
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 insurance, accidental death coverage, 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 and TB vaccinations.