Enteral Customer Service Representative

Schedule: Monday–Friday, 8:30 AM–5:00 PM EST
Location: Hybrid— Syracuse, NY
(Work location subject to change based on business needs)

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See Your Work in a New Light

At LUX Infusion, we believe care deserves more light — more warmth, more clarity, and more connection. For patients receiving enteral therapy, access, communication, and trust matter just as much as clinical delivery.

We’re looking for a Customer Service Representative (Enteral department) 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.

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Why This Role Matters

The Enteral Customer Service Representative is often a patient’s first point of contact with LUX Infusion. 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.

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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

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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 about your experience.