Specialty Products Customer Service Representative

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 46 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

Job Summary

We are seeking a customer-focused and detail-oriented Specialty Products Customer Service Representative to join our Rotech Team. This position is responsible for providing timely and accurate support to customers while processing Specialty Products orders and requests in accordance with established department processes, procedures, quality standards, and performance expectations. The Specialty Products Customer Service Representative plays a critical role in ensuring orders and customer requests are handled efficiently and accurately from initial contact through order fulfillment. The representative is expected to maintain a high level of productivity, quality, accuracy, and customer service while effectively utilizing department systems and resources.

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.)

• Accurately document customer interactions, order activity, and other required information within applicable systems.
• Adapt to changes in processes, systems, products, and business requirements.
• Assist with identifying opportunities to improve department processes, customer experience, efficiency, and accuracy.
• Communicate recurring issues, process concerns, system problems, and customer trends to the Team Lead or Manager.
• Demonstrate effective time management and maintain appropriate workflow throughout the workday.
• Escalate issues that cannot be resolved within established guidelines to the appropriate leadership or support team.
• Follow all established policies, procedures, quality requirements, and compliance standards.
• Follow established processes and workflows to ensure orders are handled correctly and within required timeframes.
• Handle patient interactions received through multiple omni-channel engagement methods (Voice, Email, Chat, & Text)
• Identify missing, incorrect, or conflicting information and take appropriate action to resolve the issue before completing the request.
• Maintain a professional and collaborative working relationship with teammates, leadership, and internal departments.
• Maintain a strong understanding of Specialty Products, department processes, systems, and applicable procedures.
• Maintain productivity and performance levels consistent with established department standards and KPIs.
• Make marketing lead sales calls according to established contact cadence, and ensure patient accounts are notated, and orders are created and submitted for fulfillment.
• Monitor personal performance and take ownership of achieving established productivity, quality, and service expectations.
• Participate in training, team meetings, process updates, and departmental initiatives.
• Process Specialty Products orders, requests, and related activities accurately and efficiently in accordance with established department procedures.
• Protect customer information and maintain confidentiality in accordance with company policies and applicable requirements.
• Provide professional, courteous, and knowledgeable service to customers through assigned communication channels.
• Respond appropriately to coaching and feedback and actively participate in performance improvement and development activities.
• Review customer and order information to ensure all required information is accurate and complete before processing.
• Utilize department systems and resources effectively to research information, process orders, and resolve customer questions or issues.
• Performs 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.

Ready to help patients get the care they need at home? Apply today and join a team that puts people first.

Qualifications

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)

Required Education and/or Experience:

• Candidates may qualify through a combination of education, training, and relevant work experience that demonstrates the knowledge, skills, and abilities necessary to successfully perform the essential functions of the position.
• Any education requirements mandated by applicable federal, state, or local law, regulation, licensing requirement, or contract.
• Basic Computer, Basic Internet skills and a Typing test

Preferred Education and/or Experience

• High school diploma or GED equivalent preferred
• 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

• 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
• Office equipment; fax machine, copier, printer, phone and computer and/or tablet

Physical Demands

• Must be able to sit, stand, walk, talk, and listen for extended periods
• Requires close vision for reading small print on screens and paperwork

Rotech Information

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 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.