Medical Equipment Customer Service Representative

Rotech Healthcare Inc.•MURPHY, NC

About The Position

Rotech Healthcare Inc. is seeking a detail-oriented, compassionate Customer Service Representative for home healthcare intake and insurance verification. The representative serves as a first point of contact for patients and referral sources, supporting accurate intake, insurance qualification, and coordination of durable medical equipment and respiratory services. The role also supports office operations, patient inquiries, documentation, and equipment requests in a fast-paced, patient-centered environment. Duties may change, and other duties may be assigned.

Requirements

Meet any education requirements mandated by applicable federal, state, or local law, regulation, licensing requirement, or contract.
Demonstrate the knowledge, skills, and abilities necessary to perform the essential functions through a combination of education, training, and relevant work experience.
Ability to interpret and respond to verbal, written, and visual communications.
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 discreetly.
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.
Background check; the company conducts an individualized assessment of results in accordance with applicable laws.
Drug screen when applicable to the position.
Compliance with healthcare facility credentialing when applicable to the position.
Valid driver’s license in the state of residence and clean driving record when applicable to the position.

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 monitoring supplies, 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.
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.
May cover on-call rotations, drive a company vehicle, and deliver equipment to patients’ homes.
Maintain predictable, 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.
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, accidental death, identity protection, and legal services.
Mental health and Medicare programs, including Meru Health and Mercer SmartConnect.
Livongo Diabetes and High Blood Pressure programs.
Healthcare Bluebook and RX Savings Solutions programs.
Hepatitis B and TB vaccinations.