Customer Service Representative

Job Description

Job Description

Job Title: Customer Service Rep

Job Description

The Customer Service Representative t processes requests for home medical equipment and supplies from patients, customers, and referral sources while delivering attentive, one-on-one guidance. In this role, you help patients purchase medically prescribed equipment and respiratory care products, ensure accurate data entry to support insurance coverage approvals, and assist in selecting appropriate supplies. You work as part of a Durable Medical Equipment (DME) and Respiratory Care Department that is committed to the well-being of customers, team members, and the broader community.

Responsibilities

• Serve as the primary point of contact for receiving orders for respiratory care equipment, home medical equipment, and supplies from healthcare providers, patients, and other referral sources.
• Gather all necessary information to accurately fill orders and meet insurance requirements for durable medical equipment and respiratory care products.
• Verify insurance benefits by contacting insurance carriers for patients requiring durable medical equipment and respiratory equipment.
• Contact physician offices to obtain, verify, and update valid medical documentation required to secure insurance coverage.
• Assist with obtaining and maintaining initial and ongoing prior authorizations for respiratory patients.
• Process medical orders to refill supplies as requested by patients, ensuring timely and accurate fulfillment.
• Guide patients in completing medical forms to meet compliance requirements for their insurance carriers.
• Act as a knowledgeable resource on equipment, supplies, and services for referral sources and internal team members.
• Assist walk-in customers with selecting appropriate equipment and supplies and send out physician orders when needed.
• Manage ordering, receiving, and stocking of respiratory care and durable medical equipment to maintain appropriate inventory levels.
• Prepare and organize orders for delivery, setup, or pickup in coordination with technicians.
• Ensure patient charts and records are current, accurate, and properly maintained in accordance with policies and regulations.
• Perform accurate data entry in practice management or related systems to support billing, insurance verification, and patient documentation.
• Use Microsoft Office and Outlook to communicate, schedule, and document activities related to patient care and equipment orders.
• Comply with all accreditation standards, regulatory requirements, and internal company policies and procedures.
• Provide professional, customer service–oriented support in person and by phone, including handling inquiries from a call center environment when needed.

Essential Skills

• Demonstrated customer service skills in a healthcare, front desk, or medical reception setting.
• Experience with insurance verification, including contacting insurance carriers and understanding coverage requirements.
• Proficiency in data entry with strong accuracy and attention to detail.
• Ability to type at approximately 40 words per minute using a computer and keyboard.
• Working knowledge of Microsoft Office applications and Outlook.
• Familiarity with medical terminology related to durable medical equipment and respiratory care.
• Experience in a medical reception or patient access role, including handling patient information and medical forms.
• Strong written and verbal communication skills to interact effectively with patients, providers, and insurance representatives.
• Strong interpersonal skills with the ability to build rapport and provide patient-centered service.
• Ability to take direction, work collaboratively as part of a team, and support a busy front desk or call center environment.
• Proven ability to stay organized while managing multiple orders, documentation requirements, and patient interactions.
• One-year certificate from a college or technical school, or 3–6 months of related experience and/or training, or an equivalent combination of job experience.

Additional Skills & Qualifications

• Previous experience in a medical setting such as a physician’s office, hospital, or respiratory care/durable medical equipment provider is preferred.
• Experience in administration or administrative assistance in a healthcare environment.
• Experience working in a call center or high-volume customer service environment.
• Comfort using practice management or similar healthcare software to maintain patient charts and documentation.
• Ability to interpret and follow accreditation, regulatory, and internal policy guidelines.
• Strong problem-solving skills to address insurance questions, documentation needs, and order issues.
• Customer service–oriented mindset with a focus on empathy, patience, and clear communication.
• Ability to work independently while maintaining a strong sense of accountability and reliability.

Work Environment

This is a full-time role based in a Durable Medical Equipment and Respiratory Care Department within a supportive, patient-focused healthcare environment. The position follows a flexible 40-hour work week, Monday through Friday, with scheduled hours assigned between 8:30 a.m. and 7:00 p.m. Occasional weekend shifts are required, including Saturday from 9:00 a.m. to 5:00 p.m. and Sunday from 9:00 a.m. to 1:00 p.m. You work closely with a collaborative team of technicians and healthcare professionals, using computers, practice management systems, Microsoft Office, and Outlook throughout the day. The environment emphasizes professionalism, teamwork, and high-quality service to patients and referral sources, with a focus on accuracy, regulatory compliance, and community-oriented care.Customer

This is a Contract to Hire position based out of Willimantic, CT.

The pay range for this position is $17.00 - $19.00/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 be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• 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)

This is a fully onsite position in Willimantic,CT.

This position is anticipated to close on Jun 21, 2026.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service.

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.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on ziprecruiter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.