Enteral Customer Service Representative

BioMatrix Specialty Pharm•Syracuse, NY

42d

About The Position

BioMatrix Specialty Infusion Pharmacy is dedicated to delivering compassionate, high-quality care through timely and reliable medication delivery. As an Enteral Customer Service Representative is responsible for the processing and coordination of all new referrals with the main objective being to clear all patients prior to service in order to ensure proper payment in compliance within all legal and regulatory parameters. Enteral Customer Service Representative, you will be responsible for maintaining patient relationships and processing new referrals. It is expected that you will handle each in a professional, enthusiastic manner. You will obtain all necessary demographic, clinical, financial, physician and family information. You will provide the highest level of service to all customers and assure them that each is provided with complete and accurate information regarding insurance coverage, their financial responsibilities, and delivery expectations. This Enteral Customer Service Representative position requires you communicate effectively with business development staff to grow and maintain relationships with referral sources. As well as enhance communication with team members to solidify a cohesive and productive work environment.

Requirements

1-2 years of customer service experience
Proficient computer skills
Highly organized with the ability to pay attention to detail.
Critical thinker
Solution orientated with the ability to problem solve.
Ability to actively listen.
Excellent communication skills both written and verbally.
Excellent prioritizing and time management skills
Strong interpersonal skills
Comfortable to work in high volume and fast-paced environment.
Displays willingness to multi-task and make quick decisions.
Self-directed, but able to work in a team environment.
Math aptitude
Strong working knowledge of medical terminology, particularly related to enteral therapy and nutrition services
Understanding of insurance processes, including verification, authorizations, and billing procedures
Ability to maintain patient confidentiality in compliance with HIPAA and company policy
Exceptional customer service and interpersonal communication skills
Ability to multitask effectively and manage competing priorities in a dynamic environment
Strong problem-solving, decision-making, and conflict-resolution skills
High level of accuracy and attention to detail in data entry and documentation
Excellent written and verbal communication skills, with professional phone etiquette
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and ability to learn internal software systems
Ability to work independently while contributing to a collaborative team environment
Demonstrates empathy, patience, and professionalism when interacting with patients and healthcare professionals

Nice To Haves

Related health care experience with a focus on enteral/respiratory therapy; insurance reimbursement
Understanding/knowledge of enteral/respiratory therapy; HCPC codes; insurance guidelines
Knowledge of third-party requirements desirable

Responsibilities

Receive, review, and process new patient referrals for enteral therapy services.
Obtain complete and accurate patient demographic, clinical, and insurance information.
Verify insurance benefits, coverage, and financial responsibilities for new and existing patients.
Communicate with patients, families, and caregivers to provide clear explanations of services, billing, and delivery timelines.
Coordinate with clinical, pharmacy, and delivery teams to ensure timely order fulfillment.
Maintain compliance with HIPAA and all regulatory requirements in documentation and communication.
Serve as the primary point of contact for patient inquiries, ensuring prompt and courteous resolution.
Collaborate with Business Development staff to strengthen referral relationships and ensure continuity of care.
Follow up with referral sources and internal departments to ensure documentation accuracy and completeness.
Update patient records, authorizations, and order changes in the system promptly.
Support ongoing quality assurance initiatives and contribute to process improvement efforts.
Participation in membership in professional societies and organizations.
Ability to prioritize and handle multiple tasks and projects concurrently.
Must have scheduling flexibility and be able to work overtime and on-call coverage.
Overnight travel on occasion by car, airplane and train.
Careful attention to detail.
Performs related duties as requested.
Participates in quality assurance activities and audits as directed.