Enteral Customer Service Representative

Job Description

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.

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.

Qualification 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

Qualifications Preferred

• 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

Essential Functions And 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.

Other Functions & Responsibilities

• 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.

Knowledege, Skills And Abilities Requirements

• 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

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• This position requires frequent standing and occasional sitting with occasional walking, kneeling or stooping.
• This position requires the use of hands to fingers, handle or feel objects and the ability to reach with hands and arms.
• This position requires constant talking and listening
• Specific vision abilities required by this job include close vision and the ability to adjust focus.
• This position must occasionally lift and/or move up to 25 pounds
• Required to move/lift physical hardware.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If needing a reasonable accommodation within the application process, please contact the BioMatrix People & Culture team at [email protected] or 954.385.7322 x 1425.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Other

• Will participate in legal and ethical compliance training each year.
• Will consistently behave in compliance with the BioMatrix legal and ethical policies and procedures.
• Will abide by the policies of BioMatrix as set forth in the Compliance Manual.
• Will not participate in any conduct considered to be unethical or illegal.

EXPECTATION FOR ALL EMPLOYEES

Supports the organization's mission, vision, and values by exhibiting the following behaviors: integrity, dedication, compassion, enrichment and enthusiasm, places patients first, is all-in with stacked-hands, and is focused on relentless consistency wins.

General Information

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

The incumbent must be able to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.

Incumbents within this position may be required to assist or find appropriate assistance to make accommodations for disabled individuals in order to ensure access to the organization's services (may include: visitors, patients, employees, or others).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.