Inbound Customer Service Representative (WFH)

At Rotech Healthcare Inc ., we’re more than a medical equipment provider—we’re a trusted partner in patient care. As a national leader in ventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic solutions, and other home medical equipment, we empower patients to manage their health from the comfort of home.

With hundreds of locations across 45 states, our team delivers high-quality products, exceptional service, and compassionate support that helps patients live more comfortably, independently, and actively. Whether you're a clinician, technician, or healthcare administrator, your work at Rotech directly improves lives.

Explore more about our mission and services at Rotech.com.

Summary

We are seeking a dedicated Sleep Therapy Inbound Customer Service Representative for our Sleep Central Inbound Call Center in our Murray Operations division. This position serves the customers of the Inbound Call Center (Sleep Therapy patients) by performing tasks related to CPAP resupply. Primarily responsible for new order intake to encompass accuracy with product selection and utilization guidelines. Verifies and enters correct patient demographics, payer and physician related information. Also assists customers with basic sleep coaching, reinforcement of cleaning and routine equipment maintenance. Product expert on various mask interfaces and assisting with basic mask fit issues. First line of contact for CPAP resupply customers.

Pay starting at $15.50 plus a Monthly Bonus program opportunity with Potential Unlimited Earnings

Mon - Fri 8:30am - 5pm

Work From Home after successful completion of IN OFFICE TRAINING and are meeting expectations with management approval

Essential Job Duties and Responsibilities

(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.)

Acts as patient advocate to resolve questions or concerns

Collects patient, source information and inputs data into e-Intake

Completes thorough verification for products and services

Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA and JCAHO guidelines

Develops and maintains working knowledge of current products and services offered by the company

Identifies and resolves problems in a timely manner

Makes outbound calls as needed to collect patient data

Manages all aspects of initial intake via high volume inbound phone calls

Processes related patient paperwork if assigned

Processes tickets to ensure timely fulfillment of product orders

Prompt and regular attendance is required

Provides basic technical customer service assistance for CPAP equipment

Provides education to patients and location employees on CPAP supplies

Uses e-Intake proprietary system to maintain accuracy and quality control throughout initial patient contact and data input

Performs other duties as assigned

Employment is contingent on

Background check (company-wide). Results will not be used automatically to disqualify individuals. Instead, the Company will conduct an individualized assessment that considers the duties of the position, the nature and timing of the offense, and any evidence of rehabilitation, in accordance with applicable laws.

Drug screen ( when applicable for the position )

Compliance with healthcare facility credentialing process ( when applicable for the position )

Valid driver’s license in state of residence with a clean driving record (when applicable for the position)

Basic Computer, Basic Internet skills and a Typing test

Required Education and/or Experience

High school diploma or GED equivalent, required

Preferred Education and/or Experience

Experience with medical equipment, preferred

Experience with medical billing practices and of billing reimbursement, preferred

Experience in medical field and administrative record management, preferred

One year of related work experience, preferred

Medical terminology, preferred

Skills and Competencies

Accurately perform simple mathematical calculations

Effectively communicate in English; both oral and written

Interpret a variety of communications (verbal, non-verbal, written, listening and visual)

Maintain confidentiality, discretion and caution when handling sensitive information

Multi-task along with attention to detail

Self-motivation, organized, time-management and deductive problem solving skills

Work independently and as part of a team

Machines, Equipment and Technical Abilities

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

Physical Demands

Lift and carry office equipment at times

Requires sitting, walking, standing, talking and listening

Requires close vision to small print on computer and/or tablet 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

Make the right move—submit your resume today . Hiring managers review resumes and contact applicants whose experience aligns with the position. To check the status of a role you’ve applied for, Sign into your account .

All positions are posted for a minimum of five (5) days and remain open until filled by a qualified applicant, generally no longer than 200 days. Thank you for your interest in Rotech Healthcare Inc.

Florida applicants - Background screening is required through the Florida Care Provider Background Screening Clearinghouse : https://info.flclearinghouse.com/

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.