Medical Receptionist

Customer Service Specialist – Medical Services

Schedule: Full-Time ONSITE IN DEWITT, MICHIGAN

Industry: Healthcare / Durable Medical Equipment (DME)

Position Overview We are seeking a compassionate, detail-oriented Customer Service Specialist to join our healthcare team. In this role, you will be responsible for supporting patients throughout the referral and equipment ordering process while providing exceptional customer service. The ideal candidate thrives in a fast-paced environment, has strong communication skills, and possesses knowledge of medical insurance and healthcare terminology.

• Learn and understand the complete front-end patient service process to ensure successful patient outcomes.
• Answer inbound calls and make outbound calls to patients, healthcare providers, and insurance carriers.
• Obtain, analyze, and verify information received from referrals.
• Create orders and schedule patients to receive prescribed medical equipment.
• Educate patients regarding financial responsibilities, including deductibles, co-insurance, and out-of-pocket costs.
• Maintain current knowledge of products and services offered.
• Respond to calls and emails in a timely manner while meeting performance goals.
• Document all customer interactions accurately according to standard operating procedures.
• Answer questions regarding products, services, order status, and general customer inquiries.
• Process orders, route calls appropriately, and follow up on customer requests as needed.
• Review and verify required documentation for accuracy and completeness.
• Complete insurance verification, including eligibility, benefits, deductibles, and co-insurance review.
• Obtain prior authorizations when required and process physician orders through insurance carriers for approval.
• Navigate multiple electronic medical record (EMR) systems to obtain and update patient documentation.
• Accurately enter authorization information and expiration dates into company systems.
• Communicate trends and insurance-related issues to leadership and customer service teams.
• Verify insurance carriers are listed in the system and request additions when necessary.
• Contact patients when documentation does not meet payer guidelines and provide alternative solutions.
• Meet quality assurance standards and key performance metrics.
• Assist with complaint resolution and problem-solving while maintaining a positive patient experience.
• Utilize company tools and resources to maintain accuracy and quality standards.

• Customer service experience, preferably in a healthcare environment.
• Knowledge of medical insurance verification and authorization processes.
• Understanding of medical terminology.
• Experience with Durable Medical Equipment (DME) is strongly preferred.
• Strong computer skills and ability to navigate multiple systems simultaneously.
• Excellent communication, organizational, and problem-solving skills.
• Ability to maintain attention to detail in a fast-paced environment.
• Ability to handle sensitive situations with empathy, compassion, and professionalism.

• Strong active listening skills.
• Exceptional attention to detail.
• Ability to multitask and manage competing priorities.
• Dependable and team-oriented mindset.
• Flexibility with work assignments and operating hours.
• Commitment to delivering outstanding patient and customer experiences.

• On-call rotation approximately once every six weeks.
• Coverage is limited to Saturday and Sunday, 9:00 AM - 9:00 PM.
• $60 on-call stipend provided per scheduled weekend.
• On-call responsibilities are shared among multiple locations.

• Durable Medical Equipment (DME)
• Medical Insurance Verification
• Prior Authorizations
• Electronic Medical Records (EMR)
• Healthcare Customer Service
• Medical Terminology

This is a Contract position based out of Lansing, MI.

The pay range for this position is $18.00 - $20.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may subject to specific elections, plan, or program terms. If eligible, the…