Customer Service Representative (Healthcare/DME) - 19761

Somewhere

9d • Remote

About The Position

Our client is a high-growth healthcare and DME organization serving patients across multiple medical product categories, including rehabilitation services, diabetes management products, ostomy supplies, and catheter products. The company is focused on delivering outstanding patient experiences while maintaining high First Contact Resolution (FCR) standards and operational excellence. As the company continues to scale, they are replacing underperforming customer service resources and investing in stronger frontline support professionals who can deliver exceptional patient care and operational efficiency.

The Customer Service Representative will serve as the first point of contact for patients, helping resolve inquiries, manage resupply requests, support billing-related questions, and coordinate service requests. This role requires someone who can provide excellent customer service while navigating healthcare processes, insurance-related questions, and medical product workflows. The successful candidate will be highly organized, patient-focused, and comfortable working in a fast-paced environment where delivering accurate information and resolving issues quickly is essential. Spanish-speaking ability is strongly required as maintaining language coverage for patients is a significant priority for the organization.

Requirements

• Previous customer service experience
• Healthcare , DME, Medicare, or medical insurance experience strongly preferred
• Spanish fluency strongly required
• US healthcare system fundamentals
• Medicare workflows
• Insurance coverage rules
• Strong verbal and written communication skills
• Experience handling customer inquiries and issue resolution
• Ability to navigate complex processes and documentation
• Strong organizational and multitasking skills
• Comfortable working in a rapidly evolving environment
• High attention to detail and accuracy
• Strong problem-solving and customer advocacy skills

Nice To Haves

• Experience working within healthcare or DME environments
• Understanding the importance of delivering excellent patient support
• Proactive, adaptable, and able to maintain high First Contact Resolution rates while providing a positive experience for every patient interaction
• Experience supporting Medicare patients, medical insurance processes, or DME products

Responsibilities

• Serve as the first point of contact for patient inquiries
• Process resupply orders and service requests
• Handle support tickets and customer inquiries
• Assist with billing-related questions and payment processing
• Resolve issues at first contact whenever possible
• Escalate complex cases appropriately
• Maintain detailed records within CRM and ticketing systems
• Identify cross-sell opportunities and route leads to the sales team
• Support patients with healthcare and insurance-related questions
• Deliver a high-quality, empathetic customer experience

Benefits

• Health insurance
• Dental insurance
• PTO accrual

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed