Medical Equipment Customer Service Representative

Rotech Healthcare Inc.•Glen Burnie, MD

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 serves as 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 pays $20 to $23 per hour, depending on related experience, and is eligible for a bonus opportunity. The position supports office operations, patient and referral-source communication, insurance verification, service setup, records maintenance, and documentation processing. The employee may also provide technical assistance for walk-in and retail equipment requests and may be required to cover on-call rotations, drive a company vehicle, and deliver equipment to patients' homes. Duties may change, and other duties may be assigned. Employment is contingent on applicable background checks, drug screening, healthcare facility credentialing, and a valid in-state driver’s license with a clean driving record when applicable. Candidates may qualify through a combination of education, training, and relevant work experience. A high school diploma or GED is preferred, as is experience in home healthcare, medical billing, or patient intake.

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 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.
May be required to drive a company vehicle, make home deliveries, and participate in on-call rotations.
When applicable, pass a company background check, drug screen, and healthcare facility credentialing process.
When applicable, hold a valid driver’s license in the state of residence and maintain a clean driving record.

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 monitoring supplies, making deposits, and preparing batch reports.
Collaborate with outside agencies to resolve patient issues and ensure continuity of care.
Communicate with patients, caregivers, referral sources, and internal teams to support 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 multiple tasks simultaneously.
Prepare and process documentation, including CMNs, SOPs, invoices, and delivery paperwork.
Provide technical assistance and support for walk-in and retail equipment requests.
Maintain predictable and regular attendance and arrive at 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.
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 and TB vaccinations.