Medical Equipment Customer Service Representative

Rotech Healthcare Inc.•West Palm Beach, FL

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, supporting accurate intake, insurance qualification, and coordination of durable medical equipment and respiratory services. The position also supports office operations, patient inquiries, records management, equipment requests, and continuity of care.

Requirements

Candidates must demonstrate, through a combination of education, training, and relevant work experience, the knowledge, skills, and abilities needed to perform the essential functions of the position.
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 for reading small print on screens and paperwork.
A background check is required; results are assessed individually and are not used automatically to disqualify candidates.
Drug screening may be required when applicable.
Healthcare facility credentialing compliance may be required when applicable.
A valid driver's license in the state of residence and a clean driving record may be 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

Work cooperatively with others.
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 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 several tasks at once.
May cover on-call duties, drive a company vehicle, and make deliveries 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 coverage, accidental death coverage, 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.