Medical Equipment Customer Service Representative

Rotech Healthcare Inc.•Indianapolis, IN

About The Position

Rotech Healthcare Inc. is seeking a detail-oriented and compassionate Customer Service Representative to join our team. If you have experience in home healthcare, medical billing, or insurance verification—and thrive in a fast-paced, patient-centered environment—this role offers the opportunity to make a meaningful impact every day. You’ll be the first point of contact for patients and referral sources, ensuring accurate intake, insurance qualification, and seamless coordination of durable medical equipment and respiratory services.

Requirements

High school diploma or GED equivalent, required
Background check (company-wide). Results will not be used automatically to disqualify individuals. Instead, the Company will conduct an individualized assessment that considers the duties of the position, the nature and timing of the offense, and any evidence of rehabilitation, in accordance with applicable laws.
Drug screen (when applicable for the position)
Compliance with healthcare facility credentialing process (when applicable for the position)
Valid driver’s license in state of residence with a clean driving record (when applicable for the position)
Ability to interpret and respond to various forms of communication (verbal, written, visual)
Capable of working independently and collaboratively within a team
Demonstrated problem-solving, time management, and organizational skills
Excellent verbal and written communication skills in English
Maintain confidentiality and handle sensitive information with discretion
Strong attention to detail and ability to multi-task effectively
Email transmission and communication
Internet navigation and research
Microsoft applications; Outlook, Word and Excel
Office equipment; fax machine, copier, printer, phone and computer and/or tablet
Ability to lift and carry office and patient equipment (minimum 35 lbs)
May be required to drive a company vehicle, make home deliveries, and participate in on-call rotations
Must be able to sit, stand, walk, talk, and listen for extended periods
Regular contact with patients and equipment may involve exposure to contagious pathogens
Requires close vision for reading small print on screens and paperwork

Nice To Haves

One year of related work experience, preferred
Experience in home healthcare, medical billing, or patient intake (preferred).
Familiarity with insurance verification and reimbursement practices.
Knowledge of medical terminology and durable medical equipment is a plus.

Responsibilities

Ability to 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 ensure timely service and resolution of inquiries.
Coordinate documentation and service setup for respiratory products and medical equipment.
Deal 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 (Medicare, Medicaid, private payers).
Manage several tasks at once.
May be required to cover on call, drive a company vehicle and make deliveries to patient's homes.
Predictable and regular attendance (arrive to 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.
Performs other duties as assigned.

Benefits

Generous paid time Off and paid holidays
Overtime pay for non-exempt hourly positions based on business needs
Commission for Account Executives
Fixed and variable rate car reimbursement for Area Managers and Account Executives
Employee discount program
Employee recognition program
Bonus and incentive opportunities
Mileage reimbursement (when applicable for the position)
Telephone reimbursement (when applicable for the position)
EAP
401k, HSA and FSA/Dependent Care FSA
Medical, Prescription, Dental and Vision
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
HEPB and TB vaccinations