Customer Service Representative (Healthcare/DME) - 19761

About the role

The Customer Service Representative will serve as the first point of contact for patients, helping resolve inquiries, manage resupply requests, support billing-related questions, and coordinate service requests.

Responsibilities

• Serve as the first point of contact for patient inquiries
• Process resupply orders and service requests
• Handle support tickets and customer inquiries
• Aid with billing-related questions and payment processing
• Resolve issues at first contact whenever possible
• Escalate complex cases appropriately
• Maintain detailed records within CRM and ticketing systems
• Identify cross-sell opportunities and route leads to the sales team
• Support patients with healthcare and insurance-related questions
• Deliver a high-quality, empathetic customer experience

Requirements

• Previous customer service experience
• Healthcare, DME, Medicare, or medical insurance experience strongly preferred
• Spanish fluency strongly required
• US healthcare system fundamentals
• Medicare workflows
• Insurance coverage rules
• Strong verbal and written communication skills
• Experience handling customer inquiries and issue resolution
• Ability to navigate complex processes and documentation
• Strong organizational and multitasking skills
• Comfortable working in a rapidly evolving environment
• High attention to detail and accuracy
• Strong problem-solving and customer advocacy skills

Benefits

• Health insurance
• Dental insurance
• PTO accrual
• - W-2 employment
• Opportunity to join a fast-growing healthcare organization

Qualifications

• Experience working within healthcare or DME environments
• Understanding of the importance of delivering excellent patient support
• Proactivity, adaptability, and high First Contact Resolution rates
• Experience supporting Medicare patients, medical insurance processes, or DME products