Medical Equipment Customer Service Representative

Rotech Healthcare•Louisville, KY

About The Position

Customer Service Representative - Home Healthcare Intake & Insurance Verification Support Patients. Coordinate Care. Make a Difference. 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 (required).
Experience in home healthcare, medical billing, or patient intake (preferred).
Familiarity with insurance verification and reimbursement practices.
Strong communication and multitasking skills.
Ability to work independently and as part of a collaborative team.
Knowledge of medical terminology and durable medical equipment is a plus.
High school diploma or GED equivalent
Strong attention to detail and ability to multi-task effectively
Excellent verbal and written communication skills in English
Ability to interpret and respond to various forms of communication (verbal, written, visual)
Maintain confidentiality and handle sensitive information with discretion
Demonstrated problem-solving, time management, and organizational skills
Capable of working independently and collaboratively within a team
Proficient in Microsoft Office (Outlook, Word, Excel)
Comfortable with email communication, internet research, and using office equipment (fax, copier, printer, phone, computer/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
Regular contact with patients and equipment may involve exposure to contagious pathogens
Must be able to sit, stand, walk, talk, and listen for extended periods
Requires close vision for reading small print on screens and paperwork

Nice To Haves

Experience in home healthcare, medical billing, or patient intake (preferred).
Knowledge of medical terminology and durable medical equipment is a plus.
Experience working with medical equipment
Familiarity with medical billing and reimbursement practices
ground in healthcare administration or patient intake
Knowledge of medical terminology
At least one year of related work experience

Responsibilities

Manage patient intake and verify insurance coverage (Medicare, Medicaid, private payers).
Coordinate documentation and service setup for respiratory products and medical equipment.
Communicate with patients, caregivers, referral sources, and internal teams to ensure timely service and resolution of inquiries.
Prepare and process documentation including CMNs, SOPs, invoices, and delivery paperwork.
Maintain organized records and referral logs in compliance with JCAHO and company standards.
Provide technical assistance and support for walk-in and retail equipment requests.
Collaborate with outside agencies to resolve patient issues and ensure continuity of care.
Assist with office operations including supply monitoring, deposits, and batch reporting.

Benefits

Generous paid time off and paid holidays
Overtime pay for non-exempt positions (as applicable)
Commission for Account Executives
Bonus and incentive opportunities
Fixed and variable car reimbursement for Area Managers and Account Executives
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 (HEPB) and TB vaccinations