Medical Equipment Customer Service Representative

Rotech Healthcare Inc.•Hiawatha, IA

16h

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 is a first point of contact for patients and referral sources, helping ensure accurate intake, insurance qualification, and coordinated delivery of durable medical equipment and respiratory services. The representative communicates with patients, caregivers, referral sources, and internal teams; coordinates documentation and service setup; and provides support for walk-in and retail equipment requests. The position also supports office operations and may involve driving a company vehicle, home deliveries, and on-call coverage.

Requirements

Qualify through a combination of education, training, and relevant work experience demonstrating the knowledge, skills, and abilities needed to perform the essential functions.
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.
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 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.
Background check; results are assessed individually and are not used automatically to disqualify candidates.
Drug screen when applicable to the position.
Healthcare facility credentialing when applicable to the position.
Valid driver's license in the state of residence and a clean driving record when applicable to 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

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 multiple tasks at once.
Cover on-call duties, drive a company vehicle, and make deliveries to patients' homes when required.
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

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.
Mental health and Medicare support programs.
Diabetes and high blood pressure programs.
Healthcare cost and prescription savings programs.
Hepatitis B and TB vaccinations.