Medical Equipment Customer Service Representative

Rotech Healthcare Inc.•Rochester Hills, MI

22h

About The Position

Rotech Healthcare Inc. is seeking a detail-oriented and compassionate Customer Service Representative for home healthcare intake and insurance verification. The representative is a first point of contact for patients and referral sources, ensuring accurate intake, insurance qualification, and coordination of durable medical equipment and respiratory services. The role supports patients, caregivers, referral sources, and internal teams while helping arrange timely service and resolve inquiries. Work may also include on-call coverage, driving a company vehicle, and making deliveries to patients’ homes.

Requirements

Candidates may qualify through a combination of education, training, and relevant work experience demonstrating the knowledge, skills, and abilities needed for the essential functions.
Meet any education requirements mandated by applicable 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 background check; a drug screen and healthcare facility credentialing may apply to the position.
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.
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

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 arrange timely service and resolve inquiries.
Coordinate documentation and service setup for respiratory products and medical equipment.
Maintain polite interactions 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 multiple tasks at once and maintain predictable, regular attendance.
Prepare and process documentation, including CMNs, SOPs, invoices, and delivery paperwork.
Provide technical assistance and support for walk-in and retail equipment requests.
Cover on-call rotations, drive a company vehicle, and make home deliveries when required.
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 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.