[Hiring] Customer Support Specialist @Rotech Healthcare Inc.

Role Description

Are you passionate about helping patients navigate their healthcare journey? Rotech Healthcare Inc. is seeking a detail-oriented and compassionate Customer Support Specialist to join our CPAP Centralized Care Team. This fully remote role is ideal for individuals with healthcare experience who thrive in a fast-paced, patient-focused environment. As the first point of contact for new patients, you’ll play a critical role in ensuring accurate intake, insurance verification, and seamless coordination of respiratory therapy services.

Essential Job Duties and Responsibilities:

• Conduct patient satisfaction calls and act as a patient advocate to resolve concerns.
• Coordinate order fulfillment with field locations and ensure timely service delivery.
• Educate patients on products and services, including CPAP therapy.
• Maintain compliance with Medicare, Medicaid, and private insurance regulations.
• Manage new order intake, ensuring accuracy in clinical, billing, and care-related documentation.
• Perform quality assurance checks to meet documentation and medical necessity standards.
• Serve as the first line of support for patients, referral sources, and internal teams.
• Verify insurance eligibility and obtain authorization for services and equipment.
• Work extensively within proprietary systems (eIntake, IMBS) to manage patient records.
• Work independently in a remote environment.
• Perform other duties as assigned.

Qualifications

• High school diploma or GED equivalent, required.
• Experience with medical equipment, preferred.
• Experience with medical billing practices and of billing reimbursement, preferred.
• Experience in healthcare administration, patient intake, or insurance verification, preferred.
• One year of related work experience, preferred.
• Medical terminology, preferred.

Requirements

• Employment is contingent on background check (company-wide).
• 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).

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.