Medical Equipment Customer Service Representative

Rotech Healthcare Inc.•Kansas City, MO

About The Position

Rotech Healthcare Inc. is seeking a detail-oriented and compassionate Customer Service Representative for 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 representative works with patients, caregivers, referral sources, internal teams, and outside agencies to support timely service, resolve inquiries, and help ensure continuity of care. The position also supports office operations, maintains records and referral logs, processes clinical and delivery documentation, and assists with walk-in and retail equipment requests. Duties may change, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Candidates must demonstrate the knowledge, skills, and abilities necessary to perform the essential functions through a combination of education, training, and relevant work experience.
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 communications.
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.
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 for reading small print on screens and paperwork.
May be exposed to contagious pathogens through regular contact with patients and equipment.

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 ensure timely service and resolution of 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.
When required, cover on-call rotations, 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.
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 and TB vaccinations.