Representative II, Customer Care Order Placement

Remote, full-time work-from-home position. New hire training is Monday–Friday, 8:00am–5:00pm EST with mandatory attendance. After training, a shift bid determines your schedule based on business needs. Must be flexible to work any hours between 8:00am–9:00pm EST, including Saturdays.

About the role

Customer Service Operations provides outsourced services to customers for medical billing, reimbursement, and problem resolution. This role involves answering inbound calls to place or reorder medical supplies, acting as a liaison to resolve order issues, and processing orders for distribution centers and internal customers. The Representative II ensures accurate order administration, communicates delays or issues, and handles non-routine orders such as product samples.

Responsibilities

• Act as a “Universal Agent” to assist customers throughout the order placement lifecycle, handling approximately 60–80 incoming calls per day.
• Answer calls from customers, caregivers, and referral sources regarding medical supplies, demonstrating active listening and empathy.
• Process orders for new and existing customers, including insurance billing and payment collection.
• Handle high call volumes of varying complexity while maintaining professionalism and composure.
• Navigate multiple computer systems and hardware to address customer concerns and provide order status updates.
• Consult with supervisors or team leads on complex or unusual problems.
• Adhere to business processes and regulatory standards to ensure compliant work.
• Interpret insurance terminology and documentation, explaining it clearly to customers.
• Explain products and offerings to ensure compatibility with customer conditions.
• Communicate next steps and expectations based on system messaging, insurance requirements, and order processes.
• Maintain a positive, empathetic, and professional attitude toward customers and coworkers.

Requirements

• High school diploma, GED, or equivalent work experience (preferred).
• 2–4 years of experience in a high-volume call center, utilizing communication and active listening skills (preferred).
• Previous remote/work-from-home experience (preferred).
• Proficiency with Microsoft Office (preferred).
• Experience with order placement systems and tools (preferred).
• Customer service experience in the healthcare industry (preferred).
• Root cause analysis experience (preferred).
• Familiarity with call-center phone systems (preferred).
• Excellent phone skills with a focus on quality.
• Ability to meet daily call center metrics, including average handle time, adherence, and average speed to answer.
• Works on routine assignments requiring basic problem resolution; consults policies and past practices for guidance.
• Receives general direction on standard work and detailed instruction on new assignments.
• Consults with supervisors or senior peers on complex and unusual problems.

Remote Work Requirements

• Must have a dedicated, quiet, private, and distraction-free workspace at home.
• Camera must be on during onboarding and training activities.
• Work-from-home is not a substitute for childcare or eldercare; arrangements must be made prior to the start date.
• High-speed, broadband internet connection (DSL, Cable, or Fiber) is required; dial-up, satellite, Wi-Fi, Wi-Fi extenders, or cellular/hotspot connections are not acceptable.
• Download speed: minimum 25 Mbps (50 Mbps recommended if others at home are streaming).
• Upload speed: 10 Mbps (recommended).
• Ping rate: maximum 30 ms.
• Hardwired connection to the router.
• Surge protector with network line protection for company-issued equipment.

Pay

Anticipated hourly range: $15.75–$18.50 per hour. Bonus eligible: No. Pay is determined by geographical location, education, experience, skills, and internal pay equity.

Benefits

• Medical, dental, and vision coverage.
• Paid time off plan.
• Health savings account (HSA).
• 401k savings plan.
• Access to wages before payday with myFlexPay.
• Flexible spending accounts (FSAs).
• Short- and long-term disability coverage.
• Work-life resources.
• Paid parental leave.
• Healthy lifestyle programs.