Medical Equipment Customer Service Representative

Rotech Healthcare Inc.•High Point, NC

20d

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 representative is 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 role involves communicating with patients, caregivers, referral sources, and internal teams; managing patient intake and insurance verification; coordinating documentation and service setup; and supporting office operations. The position may also involve on-call coverage, driving a company vehicle, and making deliveries to patients’ homes. Duties may change and may include other tasks as assigned.

Requirements

Candidates must demonstrate, through education, training, and relevant work experience in combination, the knowledge, skills, and abilities necessary to perform the essential functions.
Meet any education requirements mandated by applicable law, regulation, licensing requirement, or contract.
Ability to work cooperatively with others and independently as well as collaboratively within a team.
Ability to interpret and respond to verbal, written, and visual communications.
Demonstrated 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 manage multiple tasks effectively.
Valid driver’s license in the state of residence and a clean driving record when applicable.
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 process may apply 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 supply monitoring, 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 coordinate 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.
May cover on-call rotations, drive a company vehicle, and make deliveries to patients’ homes.
Maintain predictable and regular attendance and arrive to work on time.
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.
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.