Customer Account Representative – Urology

Aeroflow Health • Asheville, NC

5d • Remote

About The Position

Within Aeroflow, the Urology Customer Account Team serves as one of the primary connections between our patients and the care they depend on every day. Our team helps patients navigate their healthcare journey by answering questions, coordinating with physician offices, working through insurance requirements, and ensuring they receive the medical supplies they need with confidence and compassion. This is more than a customer service position. Every conversation could make someone's day a little easier. Whether you're helping a patient understand their insurance benefits, resolving an order issue, or coordinating care with a physician's office, you'll play an important role in delivering an exceptional patient experience. This is a fast-paced, high-volume call center environment where success comes from balancing compassion with efficiency. You'll spend your day speaking with patients, physician offices, and insurance partners while navigating multiple systems, solving problems, and helping patients move forward. If you enjoy helping people, staying organized, solving problems, and working on a team that genuinely cares about making a difference, we'd love to meet you.

Requirements

• High school diploma or GED equivalent.
• Ability to type at least 40 words per minute with accuracy.
• Proficiency with Google Suite
• Strong computer proficiency, including the ability to navigate multiple software applications simultaneously.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities while maintaining attention to detail.

Nice To Haves

• One year of call center experience.
• One year of customer service experience.
• Experience working with Medicare, Medicaid, or commercial insurance.
• Experience within Durable Medical Equipment (DME).
• Experience supporting patients receiving urology, catheter, or incontinence supplies.
• Experience working within healthcare or another highly regulated customer service environment.

Responsibilities

• Deliver exceptional customer service by managing a high volume of inbound and outbound calls with professionalism, empathy, and efficiency.
• Assist patients with questions related to orders, insurance coverage, account status, documentation requirements, and next steps.
• Build trust by actively listening, resolving concerns, and creating a positive experience during every interaction.
• Communicate with compassion while confidently navigating challenging conversations and de-escalating concerns when needed.
• Review, verify, and process patient documentation to ensure accuracy, completeness, and compliance with insurance requirements.
• Coordinate with physician offices to obtain prescriptions, medical records, and other required documentation.
• Process orders for patients receiving urology products, including incontinence supplies and catheters.
• Maintain detailed and accurate documentation while managing multiple software applications simultaneously.
• Successfully manage a high-volume workload while balancing productivity, quality, accuracy, and customer satisfaction.
• Navigate multiple systems efficiently while documenting patient interactions in real time.
• Meet or exceed established performance expectations, including quality assurance, productivity, attendance, and customer satisfaction metrics.
• Adapt quickly to changing priorities while maintaining exceptional attention to detail.
• Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies.
• Compliance is a condition of employment and is considered an element of job performance
• Maintain HIPAA/patient confidentiality
• Regular and reliable attendance as assigned by your schedule
• Other job duties assigned

Benefits

• Competitive Pay
• Health Plans with FSA or HSA options
• Dental, and Vision Insurance
• Optional Life Insurance
• 401K with Company Match
• 12 weeks of parental leave for birthing parent
• 4 weeks leave for non-birthing parent(s)
• Additional Parental benefits to include fertility stipends, free diapers, breast pump
• Paid Holidays
• PTO Accrual from day one
• Employee Assistance Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED