Customer Service Representative
TEKsystems, Elmhurst, IL, United States
Position Overview
The Customer Service / DME Order Processing Specialist is responsible for supporting patients, providers, and internal teams by managing inbound and outbound communications, processing durable medical equipment (DME) orders, and ensuring accurate documentation within multiple EMR systems. This role plays a key part in maintaining compliance with payer guidelines while delivering high-quality customer service.
Key Responsibilities
Handle an average of
30 inbound calls per day
and
40-50 outbound calls , primarily focused on order processing and referral followup
Greet and assist
walk-in patients
as needed in a small office environment
Perform basic
DME order entry , ensuring all required documentation is complete and accurate
Navigate
multiple electronic medical record (EMR) systems
to obtain, review, and document required clinical and insurance information
Enter, verify, and monitor authorizations, expiration dates, and supporting documentation in the EMR
Verify insurance coverage and confirm payer participation within the company database; request additions for new insurance carriers as needed
Communicate findings, payer trends, and documentation issues with Customer Service leadership and Management on an ongoing basis
Contact patients when documentation does not meet payer requirements to provide updates and discuss available options to move the referral forward
Actively manage patient referrals, respond to calls and emails promptly, and ensure adherence to service-level goals
Accurately document all call activity and interactions according to standard operating procedures
Process, verify, and submit documentation and orders in compliance with company and payer guidelines
Resolve customer issues and complaints through effective problem solving and clear communication
Meet established quality assurance standards and performance metrics
Utilize company tools and resources to maintain accuracy and compliance, including but not limited to:
Authorization Guidelines
Insurance Guidelines
Fee Schedules
NPI (National Provider Identifier)
PECOS (Medicare Provider Enrollment, Chain, and Ownership System)
Internal HowTo and training documents
Required Skills & Qualifications
Strong
customer service
skills with a professional phone presence
Ability to
multitask , prioritize work, and manage time effectively in a fast-paced environment
Basic computer skills and comfort working in multiple systems simultaneously
High attention to detail and accuracy
Strong verbal and written communication skills
Call center or high-volume phone experience
Preferred Skills
Bilingual (English/Spanish or other languages)
Previous experience in
office or healthcare customer service
Experience Level Entry Level
Job Type & Location Contract to Hire position based out of Elmhurst, IL. This position is fully onsite.
Pay and Benefits Pay range: $19.00 - $21.00/hr.
Benefits (subject to eligibility and program terms) may include:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the 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)
Application Deadline This position is anticipated to close on Apr 15, 2026.
Equal Employment Opportunity Statement 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.
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Key Responsibilities
Handle an average of
30 inbound calls per day
and
40-50 outbound calls , primarily focused on order processing and referral followup
Greet and assist
walk-in patients
as needed in a small office environment
Perform basic
DME order entry , ensuring all required documentation is complete and accurate
Navigate
multiple electronic medical record (EMR) systems
to obtain, review, and document required clinical and insurance information
Enter, verify, and monitor authorizations, expiration dates, and supporting documentation in the EMR
Verify insurance coverage and confirm payer participation within the company database; request additions for new insurance carriers as needed
Communicate findings, payer trends, and documentation issues with Customer Service leadership and Management on an ongoing basis
Contact patients when documentation does not meet payer requirements to provide updates and discuss available options to move the referral forward
Actively manage patient referrals, respond to calls and emails promptly, and ensure adherence to service-level goals
Accurately document all call activity and interactions according to standard operating procedures
Process, verify, and submit documentation and orders in compliance with company and payer guidelines
Resolve customer issues and complaints through effective problem solving and clear communication
Meet established quality assurance standards and performance metrics
Utilize company tools and resources to maintain accuracy and compliance, including but not limited to:
Authorization Guidelines
Insurance Guidelines
Fee Schedules
NPI (National Provider Identifier)
PECOS (Medicare Provider Enrollment, Chain, and Ownership System)
Internal HowTo and training documents
Required Skills & Qualifications
Strong
customer service
skills with a professional phone presence
Ability to
multitask , prioritize work, and manage time effectively in a fast-paced environment
Basic computer skills and comfort working in multiple systems simultaneously
High attention to detail and accuracy
Strong verbal and written communication skills
Call center or high-volume phone experience
Preferred Skills
Bilingual (English/Spanish or other languages)
Previous experience in
office or healthcare customer service
Experience Level Entry Level
Job Type & Location Contract to Hire position based out of Elmhurst, IL. This position is fully onsite.
Pay and Benefits Pay range: $19.00 - $21.00/hr.
Benefits (subject to eligibility and program terms) may include:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the 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)
Application Deadline This position is anticipated to close on Apr 15, 2026.
Equal Employment Opportunity Statement 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.
#J-18808-Ljbffr