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BioMatrix Infusion Pharmacy · 12 hours ago

Enteral Customer Service Representative

Syracuse, NY

Full-time

Onsite

Entry Level

1+ years exp

BioMatrix Specialty Infusion Pharmacy is dedicated to delivering compassionate, high-quality care through timely and reliable medication delivery. As an Enteral Customer Service Representative, you will be responsible for processing and coordinating new referrals, maintaining patient relationships, and ensuring proper payment compliance.

Health CarePharmaceutical

Responsibilities

Receive, review, and process new patient referrals for enteral therapy services

Obtain complete and accurate patient demographic, clinical, and insurance information

Verify insurance benefits, coverage, and financial responsibilities for new and existing patients

Communicate with patients, families, and caregivers to provide clear explanations of services, billing, and delivery timelines

Coordinate with clinical, pharmacy, and delivery teams to ensure timely order fulfillment

Maintain compliance with HIPAA and all regulatory requirements in documentation and communication

Serve as the primary point of contact for patient inquiries, ensuring prompt and courteous resolution

Collaborate with Business Development staff to strengthen referral relationships and ensure continuity of care

Follow up with referral sources and internal departments to ensure documentation accuracy and completeness

Update patient records, authorizations, and order changes in the system promptly

Support ongoing quality assurance initiatives and contribute to process improvement efforts

Qualification

Customer service experienceMedical terminology knowledgeInsurance processes understandingProficient computer skillsAttention to detailProblem-solving skillsMultitaskCommunication skillsInterpersonal skillsTime management skillsTeamwork

Required

1-2 years of customer service experience

Proficient computer skills

Highly organized with the ability to pay attention to detail

Critical thinker

Solution orientated with the ability to problem solve

Ability to actively listen

Excellent communication skills both written and verbally

Excellent prioritizing and time management skills

Strong interpersonal skills

Comfortable to work in high volume and fast-paced environment

Displays willingness to multi-task and make quick decisions

Self-directed, but able to work in a team environment

Math aptitude

Strong working knowledge of medical terminology, particularly related to enteral therapy and nutrition services

Understanding of insurance processes, including verification, authorizations, and billing procedures

Ability to maintain patient confidentiality in compliance with HIPAA and company policy

Exceptional customer service and interpersonal communication skills

Ability to multitask effectively and manage competing priorities in a dynamic environment

Strong problem-solving, decision-making, and conflict-resolution skills

High level of accuracy and attention to detail in data entry and documentation

Excellent written and verbal communication skills, with professional phone etiquette

Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and ability to learn internal software systems

Ability to work independently while contributing to a collaborative team environment

Demonstrates empathy, patience, and professionalism when interacting with patients and healthcare professionals

Preferred

Related health care experience with a focus on enteral/respiratory therapy; insurance reimbursement

Understanding/knowledge of enteral/respiratory therapy; HCPC codes; insurance guidelines

Knowledge of third-party requirements desirable

Company

BioMatrix Infusion Pharmacy

BioMatrix Infusion Pharmacy is a nationwide, independently-owned infusion pharmacy with decades of experience supporting patients on specialty medication.

Founded in 2015

Plantation, Florida, USA

201-500 employees