Role Overview This role supports a high-volume healthcare operation that requires accuracy, urgency, and resilience. The Customer Service / Order Processing Specialist manages inbound and outbound calls, processes DME orders, verifies insurance requirements, and works closely with patients, insurance carriers, and internal teams to move referrals forward efficiently. This position is ideal for someone who thrives in a fast‑paced, detail‑heavy environment and is comfortable juggling multiple systems, conversations, and priorities throughout the day. Key Responsibilities Customer Interaction & Call Handling Handle approximately 30+ inbound calls per day and 40-50 outbound calls related to order processing and referral follow‑ups. Provide clear, professional communication to patients regarding order status, documentation needs, and next steps. Address patient questions and concerns with empathy while maintaining compliance with payer and company guidelines. Facilitate resolution of customer complaints through effective problem‑solving and follow‑through. Answer all calls and emails within defined service level goals. Order Entry & Documentation Process DME orders accurately, including entry, verification, and submission. Navigate multiple EMR and online systems to gather, enter, and review required documentation. Ensure all authorizations, expiration dates, and payer requirements are documented correctly. Identify missing or insufficient documentation and proactively contact patients to explain issues and offer available options. Insurance & Authorization Support Verify insurance carriers and confirm they are listed in the company database; submit requests for new carrier setup when needed. Review payer‑specific authorization and documentation guidelines. Communicate trends, delays, or issues with insurance companies to Customer Service leadership and Management. Office & Team Support Assist with walk‑in patients at the office as needed (smaller team environment). Collaborate closely with Customer Service, Intake, and Management teams to ensure smooth referral processing. Utilize company‑provided tools, including Authorization & Insurance Guidelines, Fee Schedules, NPI & PECOS systems, and Internal "How‑To" and SOP documentation. Quality & Compliance Document all calls and customer interactions according to standard operating procedures. Meet or exceed quality assurance standards and key performance metrics related to accuracy, productivity, and service levels. Maintain compliance with all company policies and healthcare regulations. Required Skills & Qualifications Previous customer service or call center experience (healthcare preferred). Strong time management and multitasking skills in a high‑volume environment. Ability to problem‑solve independently and Escalate appropriately. Comfortable working with multiple computer systems and learning new software. Consistent work history and demonstrated reliability. Job Type & Location Contract to Hire position based out of Oak Forest, IL. Pay and Benefits The pay range for this position is $18.00 - $20.00/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. Benefits available for this temporary role may include: 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) Workplace Type Fully onsite position in Oak Forest, IL. Application Deadline Position anticipated to close on Apr 8, 2026. Equal Opportunity Employer Statement 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. #J-18808-Ljbffr