Customer Service Representative

Description

Answer all calls and emails in a timely manner, in adherence to company goals. Call volumes average 65 calls a day. Calls focus on respiratory resupply, oxygen, order status, and troubleshooting order requests from doctors.

Document all call information according to standard operating procedures. Answer questions about products, services, retail stores, general service line information, and other necessary information based on customer call needs. Process orders, route calls to appropriate resources, and follow up on customer calls as needed.

Review all required documentation to ensure accuracy. Accurately process, verify, and submit documentation and orders. Complete insurance verification to determine patient eligibility, coverage, co‑insurances, and deductibles. Obtain pre‑authorization if required by an insurance carrier and process physician orders for approval and authorization.

Navigate multiple online EMR systems to obtain applicable documentation, enter and review pertinent information in the EMR system including authorizations and expiration dates. Communicate with Customer Service and Management on an ongoing basis regarding trends with insurance companies. Verify insurance carriers are listed in the company database; if not, request insertion of new carriers. Contact patients when documentation does not meet payer guidelines to provide updates and additional options to facilitate the referral process.

• Answer all calls and emails in a timely manner, handling an average of 65 calls per day.
• Document call information according to standard operating procedures.
• Answer questions about products, services and general store information.
• Process orders, route calls appropriately, and follow up on customer requests.
• Review documentation for accuracy and completeness.
• Accurately process, verify, and submit documentation and orders.
• Complete insurance verification for patient eligibility and coverage details.
• Obtain pre‑authorization as required by insurance carriers.
• Navigate multiple online EMR systems to retrieve documentation.
• Enter and review all pertinent information in EMR, including authorizations and expiration dates.
• Communicate with Customer Service and Management regarding insurance company trends.
• Verify insurance carriers in the company database and request new carrier entries if needed.
• Contact patients when documentation does not meet payer guidelines to offer updates or additional options.

• Customer service
• Customer support
• Call center operations
• Medical and healthcare knowledge
• Insurance processing
• Troubleshooting

• 1+ years of customer service experience (retail or restaurant acceptable).
• Experience with Microsoft Office.

• Experience in a healthcare role.
• Experience taking inbound calls.

Contract to Hire position based in Newton, IA. Fully remote location.

Pay range: $16.00 – $16.00 per hour. Eligibility requirements apply; benefits may vary and are subject to change. If eligible, temporary benefits may include:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan – pre‑tax and Roth post‑tax contributions
• Life Insurance (voluntary life & AD&D for employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

The position is anticipated to close on Mar 14, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.