InfuSystem

Customer Support

• Servicing assigned customer accounts and maintaining customer files
• Processing orders and setting up new accounts
• Working with patients and nurses directly for proper management of AWC and Ostomy supplies
• Ensuring all patient paperwork is complete and accurate
• Initiating calls to patients to establish relationships and ensure receipt of supplies
• Following up with patients to monitor supply needs
• Collaborating with wound care nurses to determine ongoing need for supplies
• Ordering home wound care supplies for delivery
• Monitoring usage of supplies and consumables at the account
• Handling customer and patient complaints
• Producing and submitting reports as requested by Management
• Processing documents in fax server as required
• Answering phones as required
• Performing other duties as assigned

Customer Care Coordinator

Account Manager

• Drive revenue growth within the Patient Services division by expanding adoption of InfuSystem’s ambulatory pump program across hospital-based and community oncology practices.
• Own a multi-state territory, balancing active new business development with disciplined management and growth of existing accounts.
• Serve as the primary point of contact for customers, managing frequent, ongoing communication related to onboarding, documentation, utilization, and ongoing service needs in a highly relationship-driven environment.
• Provide consultative guidance on infusion workflows, equipment utilization, and reimbursement considerations to support long-term account performance.
• Maintain accurate pipeline visibility and manage required reporting, contracts, and customer documentation within CRM and internal systems.
• Represent InfuSystem professionally at customer meetings, tradeshows, and internal sales events.

Territory Manager – South Central, US

Collections

• Perform collections functions for unpaid and/or delinquent customer account balances
• Initiate appropriate action and maintain accurate records & documentation
• Review status of delinquent accounts and initiate collection action to resolve unpaid balances
• Make outbound collection calls to delinquent accounts
• Perform account adjustments, small balance write off, customer reconciliations
• Process credit memos, unapplied cash resolution, and cash posting
• Generate and mail or email statements to customers as required
• Track purchase orders and tax exempt certificates for customers
• Update and add customer information in appropriate systems
• Communicate and follow up effectively with sales department regarding customer accounts

Facility Direct Collections Specialist

Insurance

• The Verification/Authorization Specialist is responsible for verifying patient eligibility and benefit information.
• The Specialist will interpret benefit information and is familiar with insurance terminology to identify and document the correct plan.
• This position will request authorizations on payer websites, through fax submissions or over the phone and is responsible for follow-up, documentation, and re-authorizations as necessary.
• Responsibilities include initiating, following up, and securing authorizations sent to third-party payors
• Track and follow up on all pending authorizations within 7 – 14 days depending upon payer guidelines to expedite the claims process.
• Process authorizations electronically, utilizing payer portals, fax, or telephone working with the payers to secure authorizations retrospectively and/or requesting single case agreements for out of network patients
• Obtain authorization renewals, verify physician written orders are active, and certification of medical necessity is in place
• Work closely with customer service team and sales representatives to secure clinical notes and other supporting documentation required to obtain authorizations timely
• Verify authorization quantities and ensure effective dates are returned and processed correctly by the third-party payers, and loaded correctly in all systems
• Organize work to avoid lost revenue due to filing limitations
• Review and verify all insurance plans and confirm patient's eligibility and benefits specific to DME.
• Review and interpret insurance group pre-certification requirements, ensuring that proper pre-authorizations have been obtained from the payer and documented in HDMS / OnBase.
• Input the correct Payer Plan ID# and enter data into systems to ensure accurate billing for current and future services.
• Determine the extent of liability for insurance plans, coordination of benefits, and personal responsibility.
• Other duties as assigned.

Insurance Verification – Authorization Specialist

• The Customer Care Coordinator is responsible for servicing assigned customer accounts.
• Maintain existing customer files.
• Process customer orders and set up new customers in our systems.
• Monitor usage of supplies and other consumables.
• Communicate with field representative(s) on a daily basis.
• Handle customer complaints and produce reports.
• Answer phones as required and perform other duties as assigned.

• Primary function would be to focus on lead generation and prospect follow-up.
• Assist territory managers with current account administrative tasks
• Generate new and repeat sales by providing product and technical information in a timely manner.
• Proficient knowledge of, and ability to navigate through, web-based search engines to generate business opportunities.
• Maintaining CRM accuracy and sales reporting
• Provide product information and basic quoting with the direction of the field sales team
• Strong communication and relationship building skills
• Organization and detail oriented
• Ability to create and utilize e-marketing and e-commerce to expand territory growth.
• Determine customer requirements and expectations to recommend specific products and solutions.
• Accurately process customer transactions such as orders, quotes or returns.
• Provide inventory information on the availability of in-stock items.
• Proactively recommend items needed by customers to increase customer satisfaction and improve profitability.
• Educate customers about terminology, features and benefits or products to improve product related sales and customer satisfaction.
• Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaint.
• Remain current on consumer preferences, changes in local codes and product developments.
• Setup and maintain customer files.
• Identify trends in customer satisfaction or dissatisfaction.
• Manage time effectively, meet personal goals and work effectively with other members of the sales team.
• Communicate to the purchasing department unexpected increases or decreases in demand for products.
• Present a professional image always to customers and vendors.
• Perform other duties as assigned

Customer Care Coordinator

Territory Manager – South Central, US

Facility Direct Collections Specialist

Insurance Verification – Authorization Specialist

Customer Care Coordinator

Account Manager – Device Solutions