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About the Role
Rotech Healthcare Inc. is seeking a detail-oriented and compassionate Customer Service Representative to join our team. This role offers the opportunity to make a meaningful impact every day by serving as 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.
Responsibilities
- 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).
- 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.
Requirements
- Background check required.
- Drug screen required (when applicable).
- Compliance with healthcare facility credentialing process (when applicable).
- Valid driver’s license in state of residence with a clean driving record (when applicable).
Skills
- 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)
- 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
Location
- 45 states
Work Type
- Full-time
Experience Level
- 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
Education Level
- High school diploma or GED equivalent, required
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
About the Company
- Rotech Healthcare Inc. is a national leader in ventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic solutions, and other home medical equipment.
- With hundreds of locations across 45 states, our team delivers high-quality products, exceptional service, and compassionate support.
- We empower patients to manage their health from the comfort of home, helping them live more comfortably, independently, and actively.
- Explore more about our mission and services at Rotech.com.
Equal Opportunity
- 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.