What are the responsibilities and job description for the Enteral Customer Service Representative position at LUX Infusion?
See your work in a new light.
At LUX Infusion, we're reimagining infusion care to be more human, supportive, and connected. Inspired by lux—meaning light - we guide patients, providers, and partners through complex therapies with clarity, compassion, and confidence.
As a clinician-led, U.S.-based organization, we put people first - helping patients feel seen and supported through faster therapy starts, dedicated care coordination, and meaningful collaboration. Our commitment to inclusion, diversity, equity, and advancement (IDEA) is central to our culture, ensuring every team member feels valued and empowered to make a difference.
Enteral Customer Service Representative, you will be responsible for maintaining patient relationships and processing new referrals. It is expected that you will handle each in a professional, enthusiastic manner. You will obtain all necessary demographic, clinical, financial, physician and family information. You will provide the highest level of service to all customers and assure them that each is provided with complete and accurate information regarding insurance coverage, their financial responsibilities, and delivery expectations.
Schedule: Monday to Friday, 8 am-5 pm EST
Location: Syracuse, NY
This position requires you communicate effectively with business development staff to grow and maintain relationships with referral sources. As well as enhance communication with team members to solidify a cohesive and productive work environment.
QUALIFICATION REQUIREMENTS
- 1-2 years of customer service experience
- Proficient computer skills
- Highly organized with the ability to pay attention to detail.
- Critical thinker
- Solution orientated with the ability to problem solve.
- Ability to actively listen.
- Excellent communication skills both written and verbally.
- Excellent prioritizing and time management skills
- Strong interpersonal skills
- Comfortable to work in high volume and fast-paced environment.
- Displays willingness to multi-task and make quick decisions.
- Self-directed, but able to work in a team environment.
- Math aptitude
QUALIFICATIONS PREFERRED
- Related health care experience with a focus on enteral/respiratory therapy; insurance reimbursement
- Understanding/knowledge of enteral/respiratory therapy; HCPC codes; insurance guidelines
- Knowledge of third-party requirements desirable
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
- Receive, review, and process new patient referrals for enteral therapy services.
- Obtain complete and accurate patient demographic, clinical, and insurance information.
- Verify insurance benefits, coverage, and financial responsibilities for new and existing patients.
- Communicate with patients, families, and caregivers to provide clear explanations of services, billing, and delivery timelines.
- Coordinate with clinical, pharmacy, and delivery teams to ensure timely order fulfillment.
- Maintain compliance with HIPAA and all regulatory requirements in documentation and communication.
- Serve as the primary point of contact for patient inquiries, ensuring prompt and courteous resolution.
- Collaborate with Business Development staff to strengthen referral relationships and ensure continuity of care.
- Follow up with referral sources and internal departments to ensure documentation accuracy and completeness.
- Update patient records, authorizations, and order changes in the system promptly.
- Support ongoing quality assurance initiatives and contribute to process improvement efforts.
OTHER FUNCTIONS & RESPONSIBILITIES
- Participation in membership in professional societies and organizations.
- Ability to prioritize and handle multiple tasks and projects concurrently.
- Must have scheduling flexibility and be able to work overtime and on-call coverage.
- Overnight travel on occasion by car, airplane and train.
- Careful attention to detail.
- Performs related duties as requested.
- Participates in quality assurance activities and audits as directed.
KNOWLEDEGE, SKILLS AND ABILITIES REQUIREMENTS
- Strong working knowledge of medical terminology, particularly related to enteral therapy and nutrition services
- Understanding of insurance processes, including verification, authorizations, and billing procedures
- Ability to maintain patient confidentiality in compliance with HIPAA and company policy
- Exceptional customer service and interpersonal communication skills
- Ability to multitask effectively and manage competing priorities in a dynamic environment
- Strong problem-solving, decision-making, and conflict-resolution skills
- High level of accuracy and attention to detail in data entry and documentation
- Excellent written and verbal communication skills, with professional phone etiquette
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and ability to learn internal software systems
- Ability to work independently while contributing to a collaborative team environment
- Demonstrates empathy, patience, and professionalism when interacting with patients and healthcare professionals
PHYSICAL DEMANDS
The physical demands described here represent those required for an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. If you require a reasonable accommodation during the application or interview process, please contact the LUX Infusion Talent Team at Careers@LUXInfusion.com or 954.385.7322 x 1425.
While performing the duties of this position, the employee may occasionally be required to stand, walk, or sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee may also be required to occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this role include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
OTHER REQUIREMENTS
Employees are expected to:
- Participate annually in required legal and ethical compliance training
- Consistently act in compliance with LUX Infusion's legal, ethical, and compliance policies
- Adhere to all standards and procedures outlined in the LUX Infusion Compliance Manual
- Refrain from any behavior that could be considered unethical or unlawful
EXPECTATIONS FOR ALL EMPLOYEES
All LUX Infusion team members are expected to support the organization's mission, vision, and values by demonstrating integrity, dedication, compassion, and enthusiasm. This includes placing patients first, working collaboratively with a "stacked‑hands" mindset, and maintaining a consistent focus on quality, accountability, and continuous improvement.
GENERAL INFORMATION
The statements above are intended to describe the general nature and level of work performed by individuals in this role. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required.
This role operates in a fast‑paced environment and requires the ability to prioritize competing demands, manage multiple tasks effectively, and seek guidance when appropriate.
Employees in this position may be required to assist directly - or coordinate appropriate assistance - to ensure access to LUX Infusion's services for individuals with disabilities, including patients, visitors, employees, or others.
LUX Infusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.