Job Description

Key Responsibilities

-Handle inbound calls, chat, or email from patients and internal staff following U.S. business hours as assigned. As the need of the company demands.
-Handle inbound calls, chat, or email from patients and internal staff following U.S. business hours as assigned. As the need of the company demands.
-Conduct follow-ups with patients, providers, and internal teams to resolve missing requirements, confirm reorder readiness, and prevent shipment delays.
-Accurately document all patient and referral information in the company EMR/DME system.
-Verify insurance details and benefits, review eligibility, determine authorization outcomes, approve or deny requests, complete follow ups, and ensure billing data and documentation accuracy.
-Code insurance accurately, verify medical and pharmacy benefits, run pharmacy test claims when required, and call insurance providers to confirm benefit details.
-Submit and manage authorization requests using calls, portals, or fax, track status, follow up, and reinitiate as needed.
-Escalate complex issues or patient complaints to onshore supervisors per established protocols.
-Perform any additional responsibilities or special projects as required.
-Maintain data privacy and security in compliance with HIPAA and company standards
-Participate in ongoing virtual training and quality assurance sessions.
-Meet or exceed key performance metrics (AHT, first-contact resolution, quality score, attendance).

Minimum Qualifications

-3+ years of customer service experience, preferably in healthcare, insurance, or DME environments.
-Excellent English communication skills, both verbal and written.
-Excellent English communication skills, both verbal and written.
-Willingness to work U.S. business hours as required.