Patient Customer Service

Schedule: Monday–Friday, 8:30 AM–5:00 PM EST

Location: Hybrid— Syracuse, NY

(Work location subject to change based on business needs)

See Your Work in a New Light

For patients receiving enteral therapy, access, communication, and trust matter just as much as clinical delivery.

We’re looking for an Enteral Customer Service Representative who wants their work to mean something — someone who brings care, accountability, and clarity to every patient interaction, and who understands that the referral and intake process sets the tone for the entire care journey.

Why This Role Matters

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

In this role, you’ll contribute to work that:

• Helps patients feel supported, informed, and confident as they begin enteral therapy
• Ensures accurate referral processing to prevent delays in care
• Strengthens trust with referral sources through professionalism and follow‑through
• Supports a patient‑first, clinician‑led organization focused on outcomes

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

What You’ll Do

In this role, you will:

• 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
• Coordinate closely with clinical, pharmacy, delivery, and business development teams to ensure timely service
• 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

You don’t need to check every box — we care just as much about how you show up for patients as your experience.

Pay Range/Rate

$20 - $22 USD

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Syracuse, NY 13215