Healthcare Customer Service Representative

Customer Service / DME Order Processing Specialist

Position Overview

The Customer Service / DME Order Processing Specialist is responsible for supporting patients, providers, and internal teams by managing inbound and outbound communications, processing durable medical equipment (DME) orders, and ensuring accurate documentation within multiple EMR systems. This role plays a key part in maintaining compliance with payer guidelines while delivering high‑quality customer service.

Key Responsibilities

• Handle an average of 30 inbound calls per day and 40–50 outbound calls, primarily focused on order processing and referral follow‑up
• Greet and assist walk‑in patients as needed in a small office environment
• Perform basic DME order entry, ensuring all required documentation is complete and accurate
• Navigate multiple electronic medical record (EMR) systems to obtain, review, and document required clinical and insurance information
• Enter, verify, and monitor authorizations, expiration dates, and supporting documentation in the EMR
• Verify insurance coverage and confirm payer participation within the company database; request additions for new insurance carriers as needed
• Communicate findings, payer trends, and documentation issues with Customer Service leadership and Management on an ongoing basis
• Contact patients when documentation does not meet payer requirements to provide updates and discuss available options to move the referral forward
• Actively manage patient referrals, respond to calls and emails promptly, and ensure adherence to service‑level goals
• Accurately document all call activity and interactions according to standard operating procedures
• Process, verify, and submit documentation and orders in compliance with company and payer guidelines
• Resolve customer issues and complaints through effective problem solving and clear communication
• Meet established quality assurance standards and performance metrics
• Utilize company tools and resources to maintain accuracy and compliance, including but not limited to:
  • Authorization Guidelines
  • Insurance Guidelines
  • Fee Schedules
  • NPI (National Provider Identifier)
  • PECOS (Medicare Provider Enrollment, Chain, and Ownership System)
  • Internal “How‑To” and training documents

Required Skills & Qualifications

Required:

• Strong customer service skills with a professional phone presence
• Ability to multi‑task, prioritize work, and manage time effectively in a fast‑paced environment
• Basic computer skills and comfort working in multiple systems simultaneously
• High attention to detail and accuracy
• Strong verbal and written communication skills

Preferred:

• Bilingual (English/Spanish or other languages)
• Previous experience in office or healthcare customer service
• Call center or high‑volume phone experience** Must have

Experience Level

• Entry Level

Job Type & Location

This is a Contract to Hire position based out of Elmhurst, IL.

The pay range for this position is $19.00 - $21.00/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 Elmhurst,IL.

This position is anticipated to close on Apr 19, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

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.