Enteral Customer Service Representative

Why This Role Matters

The Enteral Customer Service Representative is often a patient's first point of contact with LUX Infusion. This role plays a critical part in building patient confidence, ensuring accurate intake, and coordinating timely care.

What you do behind the scenes directly affects how smoothly a patient’s care begins.

What You’ll Do

• Receive, review, and process new patient referrals for enteral therapy services
• Gather and verify complete demographic, clinical, financial, physician, and caregiver information
• Verify insurance coverage, benefits, authorizations, and patient financial responsibility
• Communicate clearly with patients, families, and caregivers regarding coverage, billing, and delivery expectations
• Serve as a primary point of contact for patient questions, providing prompt and courteous support
• Collaborate with Business Development staff to support and strengthen referral relationships
• Maintain accurate documentation and patient records in compliance with HIPAA and regulatory requirements
• Follow up with referral sources and internal partners to ensure completeness and accuracy of documentation
• Contribute to quality assurance efforts and process improvements to enhance patient experience

What We’re Looking For

You may be a great fit if you bring:

• A strong customer-service mindset grounded in empathy and professionalism
• Excellent communication skills and the ability to explain complex information clearly
• Strong organization, prioritization, and attention to detail
• Comfort working in a fast-paced, high-volume environment
• A solution-oriented approach with strong problem-solving skills
• The ability to balance independence with collaboration as part of a team

Required Qualifications

• One (1)-two (2) years of customer service experience
• Proficiency with computer systems and data entry
• Strong written and verbal communication skills
• Ability to multitask, adapt, and make timely decisions
• Solid math aptitude and attention to detail

Preferred Qualifications

• Healthcare-related experience, particularly in enteral or respiratory therapy
• Understanding of insurance reimbursement, HCPCS codes, and payer guidelines
• Knowledge of third-party payer requirements

Pay Range/Rate

$20 - $22 USD

PHYSICAL DEMANDS

The physical demands described here represent those required for an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. If you require a reasonable accommodation during the application or interview process, please contact the LUX Infusion Talent Team at Careers@LUXInfusion.com or 954.385.7322 x 1425.

OTHER REQUIREMENTS

• Participate annually in required legal and ethical compliance training
• Consistently act in compliance with LUX Infusion’s legal, ethical, and compliance policies
• Adhere to all standards and procedures outlined in the LUX Infusion Compliance Manual
• Refrain from any behavior that could be considered unethical or unlawful

EXPECTATIONS FOR ALL EMPLOYEES

All LUX Infusion team members are expected to support the organization’s mission, vision, and values by demonstrating integrity, dedication, compassion, and enthusiasm. This includes placing patients first, working collaboratively with a “stacked-hands” mindset, and maintaining a consistent focus on quality, accountability, and continuous improvement.

GENERAL INFORMATION

The statements above are intended to describe the general nature and level of work performed by individuals in this role. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required.