Enteral Customer Service Representative
About The Position
BioMatrix is a nationwide, independently-owned infusion pharmacy with decades of experience supporting patients on specialty medication. Our compassionate care team helps patients navigate the often-challenging healthcare environment. We treat our patients like family and get them started on therapy quickly. We work closely with them as well as their family and their healthcare providers throughout the patient journey, staying focused on optimal clinical outcomes. At BioMatrix the heart of our Inclusion, Diversity, Equity, & Access (IDEA) philosophy is the commitment to cultivate a welcoming space where everyone’s contributions are acknowledged and celebrated. Our goal is to draw in, develop, engage, and retain talented, high-performing individuals from diverse backgrounds and viewpoints. We believe that both respecting and embracing diversity enriches the experiences and successes of our patients, employees, and partners. 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. Schedule: Monday to Friday, 8 am-5 pm EST Location: Syracuse, NY This 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
