Job Description

Job Duties and Responsibilities:

• Manage inbound reorder requests via phone using Brightree.
• Verify patient identity, insurance eligibility, and reorder compliance based on payer guidelines
• Accurately enter and process orders across urology, incontinence, wound care, diabetes, ostomy, and bowel management supplies
• Review patient accounts for complete and valid documentation (prescriptions, notes, authorizations)
• Maintain up-to-date patient demographics, insurance, and physician information
• Ensure all orders meet Medicare, Medicaid, and commercial payer requirements
• Provide professional customer service, addressing inquiries and resolving order-related issues
• Coordinate with internal teams (billing, intake, documentation, shipping) for order completion
• Track and follow up on missing documentation or pending approvals
• Ensure accuracy, compliance, and timely delivery to support patient continuity of care
• Handle communication via calls, chat, or email with patients and internal teams during U.S. business hours as assigned
• Escalate complex insurance issues, discrepancies, or patient concerns to appropriate supervisors following established protocols
• Maintain compliance with HIPAA and company standards on data privacy, security, and documentation
• Meet or exceed key performance metrics including productivity, quality, attendance, AHT, and first contact resolution
• Adapt to process changes, participate in training and meetings, and contribute feedback to improve workflows and policies
• Perform additional responsibilities or special projects as required based on business needs

Job Required Qualification:

• Minimum 3-year solid experience with US Healthcare Insurance
• At least 1 year work experience in a customer service call center (Voice)
• Brightree experience is preferred but not required
• Familiarity with EMR, DME systems, payer portals, and database entry
• Strong understanding of HIPAA compliance and medical terminology
• Ability to manage high volume workloads and meet performance targets
• Proficiency in MS Word, Excel, and Outlook
• Experience with medical Insurance/Benefits investigation and Authorizations.
• High attention to detail and documentation accuracy
• Excellent Customer service skills, including phone and interpersonal skills.
• Typing speed of at least 35 WPM with high accuracy
• Database data entry experience preferred.
• Strong English proficiency, both written and verbal
• Strong attendance, reliability, and accountability
• Ability to work effectively with diverse teams and clients
• High comfort level working with culturally diverse team members and clients.
• Proficient mathematical skills, including addition, subtraction, multiplication, and division.

Preferred Qualifications:

• Startup / rapid growth experience
• Life sciences, pharmaceutical, or medical device experience.
• Knowledge of medical terminology preferred.
• Knowledge on DME supplies