Customer Support Specialist – CPAP Centralized Care Team

The Customer Support Specialist supports Rotech Healthcare’s CPAP Centralized Care Team by serving as the first point of contact for new patients and assisting with intake, insurance verification, documentation accuracy, authorization support, and care coordination.

This role focuses on helping patients navigate CPAP therapy and home respiratory equipment services while ensuring accurate clinical, billing, and insurance information. The specialist works remotely while using proprietary systems to manage patient records, coordinate order fulfillment, complete quality checks, and support patients, referral sources, field locations, and internal teams.

### Key Responsibilities

* Conduct patient satisfaction calls
* Serve as patient advocate
* Resolve patient concerns
* Coordinate order fulfillment with field locations
* Support timely service delivery
* Educate patients on CPAP therapy
* Educate patients on products and services
* Maintain Medicare, Medicaid, and private insurance compliance
* Manage new order intake
* Review clinical documentation
* Review billing documentation
* Review care-related documentation
* Perform quality assurance checks
* Verify insurance eligibility
* Obtain service and equipment authorizations
* Support patients, referral sources, and internal teams
* Use eIntake and IMBS systems
* Maintain accurate patient records
* Work independently in a remote environment

### Requirements

* High School Diploma or GED
* Ability to communicate clearly in English
* Strong written and verbal communication skills
* Ability to multitask
* Strong attention to detail
* Ability to maintain confidentiality
* Strong time management skills
* Strong organizational skills
* Self-motivated work style
* Ability to work independently and as part of a team
* Basic math skills
* Internet navigation skills
* Microsoft Outlook, Word, and Excel experience
* Ability to use phone, computer, printer, copier, and fax equipment

### Preferred Qualifications

* Medical equipment experience
* Medical billing experience
* Billing reimbursement knowledge
* Healthcare administration experience
* Patient intake experience
* Insurance verification experience
* 1+ year related work experience
* Medical terminology knowledge
* CPAP or respiratory equipment experience
* Medicare and Medicaid knowledge

### Benefits

* Paid time off
* Paid holidays
* Overtime pay for eligible non-exempt positions
* Quarterly bonus opportunity
* Employee discounts
* Employee recognition programs
* Employee Assistance Program
* 401(k)
* HSA
* FSA
* Dependent Care FSA
* Medical insurance
* Prescription coverage
* Dental insurance
* Vision insurance
* Life insurance
* Disability insurance
* Accidental death coverage
* Identity protection
* Legal services
* Mental health support
* Diabetes and high blood pressure support programs

### Phone Level Breakdown

* Patient satisfaction calls: Moderate
* Patient support calls: Moderate to High
* Referral source communication: Moderate
* Insurance verification calls: Moderate
* Documentation review: High
* Order coordination: High
* Back-office intake work: Moderate

### Best Fit For

Candidates with experience in healthcare customer support, medical billing, insurance verification, patient intake, CPAP support, home medical equipment, documentation review, order coordination, Medicare/Medicaid compliance, and remote healthcare administration.