Job Description

Aeroflow Health – Urology Billing Customer Service Representative

Aeroflow Health is taking the home health products and equipment industry by storm. We have created a better way of doing business that prioritizes our customers, our community, and our coworkers. Aeroflow believes in career building. That is why we promote from within and reward individuals who have invested their time and talent in us. Whether you are looking for a place from which to launch your career - or a stable, ethical company in which to advance you will not find an organization better equipped to help you meet your professional goals than Aeroflow Health.

The Opportunity

Within Aeroflow, there are 4 main divisions: Urology, Diabetes, Mom & Baby, & Sleep. Each division specializes in a specific set of medical supplies aimed to treat a medical diagnosis or the symptoms of that diagnosis.

• Aeroflow Urology focuses on incontinence products such as diapers, underpads, and catheter supplies
• Supplies are shipped directly to more than 100,000+ patients a month across the nation who have medical insurance and a urinary incontinence diagnosis
• Aeroflow Urology is a leader in the incontinence industry. With a focus on outstanding customer service, Urology has maintained a 4.9 out of 5 star average on over 7000+ Google reviews
• The Urology Billing team specifically addresses denied claims that are sent to insurance for payment, provides medical documentation to insurance carriers, addresses insurance audits, and so much more

Your Primary Responsibilities

We are currently seeking a Urology Billing Customer Service Representative.

The duties and responsibilities for this role include:

• Handle high-volume inbound and outbound phone calls (6–8 hours daily) to assist patients, insurance providers, and healthcare offices with billing inquiries and account resolution.
• Provide exceptional customer service by explaining medical billing statements, insurance claims, payment options, and account balances in a clear and professional manner.
• Research and resolve billing discrepancies, denied claims, and payment issues while maintaining accuracy and compliance with healthcare regulations and company policies.
• Document all customer interactions, account updates, and payment arrangements accurately within billing and CRM systems.
• Collaborate with insurance companies, healthcare providers, and internal departments to ensure timely claim processing and issue resolution.
• Maintain productivity and quality standards in a fast-paced call center or billing environment while demonstrating empathy and professionalism with every interaction.
• Process patient payments, establish payment plans, and educate customers on insurance coverage and billing procedures.
• Protect patient confidentiality and comply with HIPAA regulations during all customer communications and account handling.
• Performs other duties as required
• Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies.
• Compliance is a condition of employment and is considered an element of job performance
• Maintain HIPAA/patient confidentiality
• Regular and reliable attendance as assigned by your schedule
• Other job duties assigned

Required Qualifications:

• 2 years recent work history

Desired Qualifications:

• Bachelor’s degree from accredited university (any field)
• Prior work experience in healthcare or health insurance

What we look for

We are looking for a highly motivated, talented individual with the following qualities:

• Detail oriented & critical thinker
• Excellent customer service skills
• High level of organization
• Strong decision maker
• Strong communicator
• Flexible and adaptable
• Empathetic, compassionate, inclusive

What to expect in the first 30 – 60 days:

• Weeks 1-2: Training & Systems Learning
  • 4 major internal programs
  • Basic & complex strategies for resolving a insurance claim denial
  • Key metrics & KPI’s
  • Compliance rules & regulations
  • Training is a combination of modules + one on one with supervisors and billers
• Weeks 3-4: Call Shadowing & Observation
  • Shadow experienced customer service representatives during inbound and outbound patient billing calls.
  • Listen to live customer interactions to learn effective communication, de-escalation techniques, and billing resolution strategies.
  • Observe workflows related to claims research, payment processing, and insurance verification.
  • Practice documenting account notes and navigating systems during mock and supervised scenarios.
  • Participate in coaching sessions and feedback discussions with trainers and team leads
• Weeks 5-8: Call Shadowing & Observation
  • Begin taking inbound customer service calls in a monitored environment with trainer or supervisor support.
  • Assist patients and insurance providers with billing inquiries, claim status updates, payment questions, and account resolution.
  • Receive real-time coaching and quality feedback while building confidence and call handling efficiency.
  • Continue improving knowledge of healthcare billing guidelines, insurance processes, and customer service best practices.
  • Work toward meeting established productivity, accuracy, and quality performance standards

What Aeroflow Offers

Competitive Pay, Health Plans with FSA or HSA options, Dental, and Vision Insurance, Optional Life Insurance, 401K with Company Match, 12 weeks of parental leave for birthing parent/ 4 weeks leave for non-birthing parent(s), Additional Parental benefits to include fertility stipends, free diapers, breast pump, Paid Holidays, PTO Accrual from day one, Employee Assistance Programs and SO MUCH MORE!!

Here at Aeroflow, we are proud of our commitment to all of our employees. Aeroflow Health has been recognized both locally and nationally for the following achievements:

• Family Forward Certified
• Great Place to Work Certified
• Inc. 5000 Best Place to Work award winner
• HME Excellence Award
• Sky High Growth Award

If you’ve been looking for an opportunity that will allow you to make an impact, and an organization with unlimited growth potential, we want to hear from you!

Aeroflow Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

We value transparency and candidate safety throughout the hiring process. Aeroflow recruiters may reach out through platforms such as LinkedIn or Indeed; however, all interviews and/or offer coordination and sensitive information requests will occur only through our official communication channels. You will never be asked to provide personal data outside our secure application portal, and all interview or offer details will come from an @aeroflowinc.com email address. We do not conduct interviews via text message or instant-messaging apps. If you have concerns, please contact our Talent Acquisition team for verification