Medical Equipment Customer Service Representative
Rotech Healthcare, Ocala, FL, United States
Company Overview
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, we deliver high‑quality products, exceptional service, and compassionate support that allows patients to manage their health from home.
Job Summary
Customer Service Representative – Home Healthcare Intake & Insurance Verification
We are seeking a detail‑oriented and compassionate customer service representative to join our team. In a fast‑paced, patient‑centered environment, you will 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.
Essential Job Duties And 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.
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).
Manage several tasks at once.
May be required to cover on‑call, drive a company vehicle, and make deliveries to patients' homes.
Show predictable and regular attendance (arrive to 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.
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
Background check (company‑wide). Results will not be used automatically to disqualify individuals. An individualized assessment will be conducted in accordance with applicable laws.
Drug screen (when applicable for the position).
Compliance with healthcare facility credentialing process (when applicable).
Valid driver’s license in state of residence with a clean driving record (when applicable).
Required Education And/or Experience
High school diploma or GED equivalent.
Preferred Education And/or Experience
One year of related work experience.
Experience in home healthcare, medical billing, or patient intake.
Familiarity with insurance verification and reimbursement practices.
Knowledge of medical terminology and durable medical equipment (plus).
Skills And Competencies
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.
Machines, Equipment And Technical Abilities
Email transmission and communication.
Internet navigation and research.
Microsoft applications: Outlook, Word, and Excel.
Use of office equipment such as fax machine, copier, printer, phone, computer, and tablet.
Physical Demands
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.
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.
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.
Equal Opportunity Employer
Rotech Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment, and compensates employees without regard to race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, disability, pregnancy, or any other protected characteristic, in accordance with applicable federal, state, and local laws.
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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, we deliver high‑quality products, exceptional service, and compassionate support that allows patients to manage their health from home.
Job Summary
Customer Service Representative – Home Healthcare Intake & Insurance Verification
We are seeking a detail‑oriented and compassionate customer service representative to join our team. In a fast‑paced, patient‑centered environment, you will 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.
Essential Job Duties And 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.
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).
Manage several tasks at once.
May be required to cover on‑call, drive a company vehicle, and make deliveries to patients' homes.
Show predictable and regular attendance (arrive to 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.
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
Background check (company‑wide). Results will not be used automatically to disqualify individuals. An individualized assessment will be conducted in accordance with applicable laws.
Drug screen (when applicable for the position).
Compliance with healthcare facility credentialing process (when applicable).
Valid driver’s license in state of residence with a clean driving record (when applicable).
Required Education And/or Experience
High school diploma or GED equivalent.
Preferred Education And/or Experience
One year of related work experience.
Experience in home healthcare, medical billing, or patient intake.
Familiarity with insurance verification and reimbursement practices.
Knowledge of medical terminology and durable medical equipment (plus).
Skills And Competencies
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.
Machines, Equipment And Technical Abilities
Email transmission and communication.
Internet navigation and research.
Microsoft applications: Outlook, Word, and Excel.
Use of office equipment such as fax machine, copier, printer, phone, computer, and tablet.
Physical Demands
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.
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.
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.
Equal Opportunity Employer
Rotech Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment, and compensates employees without regard to race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, disability, pregnancy, or any other protected characteristic, in accordance with applicable federal, state, and local laws.
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