Customer Account Representative – Urology

About the role

The Opportunity Within Aeroflow, the Urology Customer Account Team serves as one of the primary connections between our patients and the care they depend on every day. Our team helps patients navigate their healthcare journey by answering questions, coordinating with physician offices, working through insurance requirements, and ensuring they receive the medical supplies they need with confidence and compassion.

Responsibilities

• We are currently seeking a Customer Account Representative (CAR).
• Serve as one of the primary points of contact for our patients, delivering exceptional customer experience while helping them navigate every stage of the ordering process.
• Manage a high volume of inbound and outbound calls with professionalism, empathy, and efficiency.
• Assist patients with questions related to orders, insurance coverage, account status, documentation requirements, and next steps.
• Build trust by actively listening, resolving concerns, and creating a positive experience during every interaction.
• Communicate with compassion while confidently navigating challenging conversations and de-escalating concerns when needed.
• Review, verify, and process patient documentation to ensure accuracy, completeness, and compliance with insurance requirements.
• Cook up with physician offices to obtain prescriptions, medical records, and other required documentation.
• Process orders for patients receiving urology products, including incontinence supplies and catheters.
• Maintain detailed and accurate documentation while managing multiple software applications simultaneously.
• Successfully manage a high-volume workload while balancing productivity, quality, accuracy, and customer satisfaction.
• Navigate multiple systems efficiently while documenting patient interactions in real time.
• Meet or exceed established performance expectations, including quality assurance, productivity, attendance, and customer satisfaction metrics.
• Adapt quickly to changing priorities while maintaining exceptional attention to detail.

Qualifications

• A high school diploma or GED equivalent.
• Ability to type at least 40 words per minute with accuracy.
• Proficiency with Google Suite.
• Strong computer proficiency, including the ability to navigate multiple software applications simultaneously.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities while maintaining attention to detail.

Skills For Success

• A genuine passion for helping people and creating exceptional customer experiences.
• The ability to remain calm, compassionate, and professional during difficult conversations.
• Excellent active listening, critical thinking, and problem-solving skills.
• Strong organization while managing multiple priorities and deadlines.
• Confidence navigating multiple software applications simultaneously.
• Clear, professional verbal and written communication skills.
• Accountability, sound judgment, and the ability to make thoughtful decisions independently.
• Adaptability and a willingness to learn in a fast-paced environment.
• A collaborative mindset with a desire to contribute to team success.
• Resilience, consistency, and a positive attitude in a high-volume call center environment.

Benefits

• 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
• SO MUCH MORE!!

What We Look For

We're looking for people who genuinely enjoy helping others and take pride in delivering exceptional service. You may be an excellent fit if you:

• Enjoy building meaningful relationships with patients over the phone.
• Thrive in a structured, fast-paced environment where every day is different.
• Stay organized while balancing multiple systems and competing priorities.
• Enjoy solving problems and finding solutions that improve the customer experience.
• Learn new technology quickly and embrace change.
• Take ownership of your work and consistently follow through on commitments.
• Value teamwork, accountability, and continuous improvement.
• Are looking for more than just your next job—you want to build a long-term career with a company that invests in your success.

What Aeroflow Offers

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