Medical Equipment Customer Service Representative

Rotech Healthcare Inc.•Denton, TX

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 coordination 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 compliant records; and supports office operations. The position may also involve covering on-call rotations, driving a company vehicle, and delivering equipment to patients’ homes. Duties may change, and other duties may be assigned.

Requirements

Candidates must demonstrate the knowledge, skills, and abilities necessary to perform the essential functions through an appropriate 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 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 manage multiple tasks 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.
Employment is contingent on a background check; a drug screen and healthcare-facility credentialing may apply depending on the position.
A valid driver’s license in the state of residence and a clean driving record may be required, depending on 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

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 arrange 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 maintain polite communication with patients and referral sources.
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, accidental death, identity protection, and legal services.
Mental health and Medicare programs.
Diabetes and high blood pressure programs.
Healthcare cost and prescription savings programs.
Hepatitis B and TB vaccinations.