Enteral Customer Service Representative New Syracuse, New York, United States
BioMatrix, LLC, Syracuse, NY, United States
About BioMatrix
BioMatrix is a nationwide, independently‑owned infusion pharmacy with decades of experience supporting patients on specialty medication. Our compassionate care team helps patients navigate the often‑challenging healthcare environment. We treat our patients like family and get them started on therapy quickly. We work closely with them as well as their family and their healthcare providers throughout the patient journey, staying focused on optimal clinical outcomes.
At BioMatrix the heart of our Inclusion, Diversity, Equity, & Access (IDEA) philosophy is the commitment to cultivate a welcoming space where everyone’s contributions are acknowledged and celebrated. Our goal is to draw in, develop, engage, and retain talented, high‑performing individuals from diverse backgrounds and viewpoints. We believe that both respecting and embracing diversity enriches the experiences and successes of our patients, employees, and partners.
Position Summary Enteral Customer Service Representative responsible for maintaining patient relationships and processing new referrals. Expected to handle each in a professional, enthusiastic manner, obtaining all necessary demographic, clinical, financial, physician and family information, and providing the highest level of service to all customers regarding insurance coverage, financial responsibilities, and delivery expectations.
Schedule: Monday to Friday, 8 am‑5 pm EST.
This position requires effective communication with business development staff to grow and maintain relationships with referral sources, and enhances communication with team members to solidify a cohesive and productive work environment.
Qualifications
1‑2 years of customer service experience
Highly organized with attention to detail
Critical thinker
Solution‑oriented with problem‑solving ability
Active listening skills
Excellent written and verbal communication skills
Excellent prioritizing and time management skills
Strong interpersonal skills
Comfortable working 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
Preferred Qualifications
Related health care experience in enteral/respiratory therapy; insurance reimbursement
Understanding of enteral/respiratory therapy, HCPC codes, insurance guidelines
Knowledge of third‑party requirements desirable
Essential Functions and 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.
Additional Responsibilities
Participation in professional societies and organizations.
Ability to prioritize and handle multiple tasks and projects concurrently.
Scheduling flexibility and ability to work overtime and on‑call coverage.
Occasional overnight travel by car, airplane, and train.
Careful attention to detail.
Perform related duties as requested.
Participate in quality assurance activities and audits as directed.
Knowledge, Skills, and Abilities
Strong working knowledge of medical terminology, particularly 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.
Pay Range $20 – $22 USD
Physical Demands Occasional standing, walking, sitting, using hands, reaching, climbing stairs, balancing, stooping, kneeling, crouching, crawling, talking or hearing, tasting or smelling. May lift up to 25 pounds. Specific vision abilities: close, distance, color, peripheral, depth perception, and ability to adjust focus.
Reasonable accommodations may be made for individuals with disabilities. To request accommodation, contact the BioMatrix People & Culture team at Careers@BioMatrixsprx.com or 954.385.7322 x 1425.
Compliance and Ethical Conduct
Participate in legal and ethical compliance training each year.
Behave in compliance with BioMatrix, LLC’s legal and ethical policies and procedures.
Abide by the policies of BioMatrix, LLC as set forth in the Compliance Manual.
Refrain from any conduct considered unethical or illegal.
Employer Commitment to Equal Opportunity All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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At BioMatrix the heart of our Inclusion, Diversity, Equity, & Access (IDEA) philosophy is the commitment to cultivate a welcoming space where everyone’s contributions are acknowledged and celebrated. Our goal is to draw in, develop, engage, and retain talented, high‑performing individuals from diverse backgrounds and viewpoints. We believe that both respecting and embracing diversity enriches the experiences and successes of our patients, employees, and partners.
Position Summary Enteral Customer Service Representative responsible for maintaining patient relationships and processing new referrals. Expected to handle each in a professional, enthusiastic manner, obtaining all necessary demographic, clinical, financial, physician and family information, and providing the highest level of service to all customers regarding insurance coverage, financial responsibilities, and delivery expectations.
Schedule: Monday to Friday, 8 am‑5 pm EST.
This position requires effective communication with business development staff to grow and maintain relationships with referral sources, and enhances communication with team members to solidify a cohesive and productive work environment.
Qualifications
1‑2 years of customer service experience
Highly organized with attention to detail
Critical thinker
Solution‑oriented with problem‑solving ability
Active listening skills
Excellent written and verbal communication skills
Excellent prioritizing and time management skills
Strong interpersonal skills
Comfortable working 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
Preferred Qualifications
Related health care experience in enteral/respiratory therapy; insurance reimbursement
Understanding of enteral/respiratory therapy, HCPC codes, insurance guidelines
Knowledge of third‑party requirements desirable
Essential Functions and 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.
Additional Responsibilities
Participation in professional societies and organizations.
Ability to prioritize and handle multiple tasks and projects concurrently.
Scheduling flexibility and ability to work overtime and on‑call coverage.
Occasional overnight travel by car, airplane, and train.
Careful attention to detail.
Perform related duties as requested.
Participate in quality assurance activities and audits as directed.
Knowledge, Skills, and Abilities
Strong working knowledge of medical terminology, particularly 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.
Pay Range $20 – $22 USD
Physical Demands Occasional standing, walking, sitting, using hands, reaching, climbing stairs, balancing, stooping, kneeling, crouching, crawling, talking or hearing, tasting or smelling. May lift up to 25 pounds. Specific vision abilities: close, distance, color, peripheral, depth perception, and ability to adjust focus.
Reasonable accommodations may be made for individuals with disabilities. To request accommodation, contact the BioMatrix People & Culture team at Careers@BioMatrixsprx.com or 954.385.7322 x 1425.
Compliance and Ethical Conduct
Participate in legal and ethical compliance training each year.
Behave in compliance with BioMatrix, LLC’s legal and ethical policies and procedures.
Abide by the policies of BioMatrix, LLC as set forth in the Compliance Manual.
Refrain from any conduct considered unethical or illegal.
Employer Commitment to Equal Opportunity All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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