Customer Service Representative & Workflow Coordinator

Job Summary

Collins Medical Solutions is looking for a detail-oriented Customer Service & Workflow Coordinator to support customer service, referral intake, insurance verification, order processing, documentation follow-up, and workflow coordination across our medical equipment and accessibility departments.
This is not a basic call-center role. The right candidate will help keep patient referrals, orders, documentation, authorizations, payments, pickups, deliveries, and follow-ups moving through the correct systems and teams.
The ideal candidate is organized, professional, comfortable on the phone, able to manage multiple open tasks, and willing to learn medical equipment, insurance, and workflow processes.
Because this is a remote role involving patient information, candidates must be able to work from a private, secure workspace and follow HIPAA/privacy requirements.

Key Responsibilities

-Answer incoming calls and respond professionally to customer inquiries.
-Receive and process referrals for DME, medical supplies, and accessibility-related services.
-Contact patients, caregivers, providers, agencies, insurance companies, and internal team members for follow-up.
-Verify insurance through payer portals or provider lines.
-Support prior authorization and Medicaid waiver workflows as assigned.
-Process orders, order changes, pickups, payments, and follow-up tasks.
-Document customer interactions, order updates, complaints, and next steps accurately.
-Help maintain accurate records in company systems such as Brightree, Microsoft Teams, Outlook, and related workflow tools.
-Support customer follow-up for outstanding orders, missing documents, estimates, contracts, payments, and scheduling.

Remote Work Requirements

-Must be legally authorized to work in the United States.
-Must be available during East Coast business hours.
-Must have reliable high-speed internet.
-Must have a private, secure workspace suitable for handling patient information.
-Must be comfortable using phone, email, Microsoft Teams, Outlook, web-based systems, and payer portals.
-Must follow company privacy, HIPAA, documentation, and secure communication policies.
-Remote work is subject to training completion, system access, company approval, and ongoing workflow expectations.

Qualifications

Required

-Prior customer service experience.
-Strong attention to detail.
-Ability to manage multiple open tasks and follow-ups.
-Ability to learn medical equipment, insurance, and documentation workflows.
-Professional, empathetic, and patient-focused attitude.
-Ability to maintain confidentiality and follow HIPAA/privacy requirements.

Preferred

-Healthcare, medical office, DME/HME, medical billing, insurance verification, or patient intake experience.
-Supervisory, team lead, or training experience.
-Experience with Brightree or similar healthcare software.
-Experience with payer portals, prior authorizations, CMNs, prescriptions, delivery tickets, or compliance documentation.
-Bachelor’s degree preferred but not required.

Benefits

-401(k)
-Dental insurance
-Health insurance
-Paid time off

Schedule

-Full-time
-Monday to Friday
-East Coast business hours required (9a - 5:30p)

Work Location

-Remote, U.S.-based.
-Company headquarters are located in Bridgeport, CT. Connecticut / Northeast candidates are preferred, but qualified U.S.-based remote candidates will be considered.

Equal Opportunity Employer

Collins Medical Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, age, or any other characteristic protected by law.

Experience:

Customer service: 3 years (Required)

Health information management: 1 year (Preferred)

Pay: $20.00 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Work from home

People with a criminal record are encouraged to apply

Application Question(s):

• Have you used Brightree in your previous job experience?

Work Location: Remote