Medical Equipment Customer Service Representative

Rotech Healthcare Inc.•High Point, NC

13d

About The Position

Rotech Healthcare Inc. is seeking a detail-oriented and compassionate Customer Service Representative to support home healthcare intake and insurance verification. The role serves as a first point of contact for patients and referral sources, helping 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; coordinates documentation and service setup; maintains records and referral logs; and supports office operations. The role may also involve driving a company vehicle, making deliveries to patients’ homes, and participating in on-call rotations. Candidates may qualify through a combination of education, training, and relevant work experience demonstrating the abilities needed for the role. A high school diploma or GED and related home healthcare, medical billing, or patient intake experience are preferred. Employment is contingent on applicable background checks, drug screening, credentialing, and driver’s license requirements.

Requirements

Demonstrate the knowledge, skills, and abilities needed 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 laws, regulations, licensing requirements, or contracts.
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 attention to detail and the ability to multitask effectively.
When applicable, pass a background check and drug screen and comply with healthcare facility credentialing requirements.
When applicable, hold a valid driver’s license in the state of residence and have a clean driving record.
Lift and carry office and patient equipment weighing at least 35 pounds.
Sit, stand, walk, talk, and listen for extended periods.
Have close vision sufficient to read small print on screens and paperwork.
Be able to work with patients and equipment where contact may involve exposure to contagious pathogens.

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, making deposits, and preparing batch reports.
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.
Treat patients and referral sources politely.
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 multiple tasks at once.
When required, cover on-call duties, drive a company vehicle, and deliver equipment to patients’ homes.
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.
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.
Mental health and Medicare-related programs.
Diabetes and high blood pressure programs.
Healthcare Bluebook and RX Savings Solutions programs.
Hepatitis B and TB vaccinations.