Medical Equipment Customer Service Representative

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. What You'll Do: 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. What You Bring: 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. Why Join Rotech? Be part of a mission-driven team improving lives through home-based care. Work in a supportive environment with opportunities for growth and advancement. Competitive compensation, benefits, and employee recognition programs. Qualifications: Employment is contingent upon successful completion of a background investigation, drug screening, and a valid driver's license with a clean driving record when driving is required for the role. Required Education & Experience: High school diploma or GED equivalent. Preferred background in medical equipment, medical billing and reimbursement practices, healthcare administration, or patient intake. At least one year of related work experience. Skills & Competencies: 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. Technical Proficiency: Proficient in Microsoft Office (Outlook, Word, Excel). Comfortable with email communication, internet research, and using office equipment (fax, copier, printer, phone, computer/tablet). Physical Requirements: 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. Rotech Information: 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. Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities Rotech Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment and compensates employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, physical or mental disability, pregnancy or any other personal characteristic protected by applicable federal, state and local laws governing nondiscrimination in employment in each locality where Rotech has employees.