Inbound Customer Service Representative (WFH)

Rotech Healthcare Inc.
life insurance, paid time off, paid holidays, 401(k), mileage reimbursement, employee discount, remote work
United States, Kentucky, Murray
104 Max Hurt Dr (Show on map)
Oct 17, 2025
About Rotech Join a Leader in Home Healthcare 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. Overview and Responsibilities 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 Duties and Responsibilities 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 Qualifications Employment is contingent on Background investigation (company-wide) Drug screen (when applicable for the position) Basic Computer and Basic Internet skills test along with a Typing test Valid driver's license in state of residence with a clean driving record (when applicable for the position) Education and/or Experience High school diploma or GED equivalent One to three years of related prior work experience in a team-oriented environment Experience in medical field and administrative record management Strong customer service background Skills, Knowledge and Abilities Effectively communicate in English; both oral and written, with physicians, employees and patients to ensure questions and concerns are processed in a timely manner Helpful, knowledgeable and polite while maintaining a positive attitude Interpret a variety of instructions in a variety of communication mediums Knowledge of billing reimbursement and insurance policies and requirements preferred Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME) Knowledge of medical billing practices preferred Maintain confidentiality and practice discretion and caution when handling sensitive information Medical terminology 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 Physical Demands Lift minimum of 10lbs Prompt and regular attendance is required Requires close vision to small print on computer and or paperwork Requires sitting, walking, standing, talking or listening Machines, Equipment and Technical Abilities Email transmission and communication Internet navigation and research Microsoft applications including but not limited to Word, Excel (spreadsheets), etc. Office equipment; fax machine, copier, printer, phone and computer 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 *Make the Right Move and Submit your Resume Today!* The hiring manager reviews resumes and contacts applicants that have related experience to the applied position. To view the status of a position that you submitted your profile to, Sign into your account. All positions are posted for a min of 5 days and positions are opened until filled with a qualified applicant, generally no greater than 200 days. We appreciate your interest in Rotech Healthcare Inc. *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.