Customer Service Representative

TEKsystems is a leading provider of business and technology services, and they are seeking Customer Service Representatives to support their Durable Medical Equipment (DME) operations. This remote role involves assisting patients and handling high-volume inbound inquiries related to medical products and services.

Responsibilities:

• Answer inbound calls and emails in a timely manner while meeting performance goals
• Document all call interactions per established SOPs
• Respond to inquiries related to medical products, services, retail locations, and general service information
• Process orders, route calls appropriately, and follow up when needed
• Review and verify documentation for accuracy and completeness
• Complete insurance verifications, including eligibility, coverage, co-insurance, and deductibles
• Obtain pre-authorizations and submit physician orders to insurance carriers as required
• Navigate multiple EMR systems to access and enter patient and authorization data
• Track and update authorization expiration dates
• Communicate trends or issues with insurance carriers to Customer Service leadership
• Verify insurance carriers in internal systems and request new carrier setup when necessary
• Contact patients when documentation does not meet payer guidelines and provide next steps or alternative options
• Handle escalated calls professionally and independently

Requirements:

• 1+ year of customer service experience (call center, retail, or restaurant experience accepted)
• Experience working in an office or remote professional environment
• Familiarity with Microsoft Office
• Strong independent decision-making skills
• Ability to manage escalated customer situations calmly and professionally
• Fast learner and quick thinker—this role involves complex DME and insurance processes
• Experience in a healthcare-related role
• Experience handling inbound calls
• Experience in nursing homes, CNA roles, or medical settings
• Knowledge of medical terminology
• Previous exposure to Durable Medical Equipment (DME)