Enteral Customer Service Representative

Schedule: Monday–Friday, 8:00 AM–5:00 PM EST
Location: On‑site — Syracuse, NY
(Work location subject to change based on business needs)

See Your Work in a New Light

At LUX Infusion, we believe nutrition and infusion care deserve more light — more warmth, more clarity, and more connection. For patients beginning enteral therapy, clear communication and trusted support can make all the difference.

We’re looking for an Enteral Customer Service Representative who wants their work to mean something — someone who brings professionalism, empathy, and purpose to every patient interaction and referral.

Why This Role Matters

The Enteral Customer Service Representative is often the first point of human connection for patients starting therapy. This role plays a critical part in setting expectations, removing confusion, and ensuring patients feel informed and supported from the very beginning.

In this role, you’ll contribute to work that:

• Helps patients feel supported, informed, and confident as they begin care
• Ensures accurate, timely processing of enteral therapy referrals
• Strengthens trust with referral sources through reliable communication and follow‑through
• Supports a patient‑first, clinician‑led organization focused on continuity of care

Behind every successful therapy start is a referral process handled with care — and this role makes that possible.

What You’ll Do

In this role, you will:

• Receive, review, and process new patient referrals for enteral therapy services
• Collect complete and accurate patient demographic, clinical, insurance, physician, and caregiver information
• Verify insurance benefits, coverage, and patient financial responsibilities
• Communicate clearly with patients, families, and caregivers regarding services, billing, and delivery expectations
• Serve as the primary point of contact for patient questions, ensuring prompt and courteous resolution
• Collaborate closely with clinical, pharmacy, delivery, and business development teams to ensure timely care coordination
• Follow up with referral sources and internal teams to ensure documentation completeness and accuracy
• Update patient records, authorizations, and order changes promptly in internal systems
• Maintain compliance with HIPAA and all regulatory requirements in documentation and communication
• Support quality assurance efforts and contribute to process improvement initiatives

What We’re Looking For

You may be a great fit if you bring:

• A strong customer‑service mindset grounded in empathy and professionalism
• Comfort working in a fast‑paced, high‑volume environment
• Excellent organization, prioritization, and time‑management skills
• Clear written and verbal communication skills
• A solution‑oriented approach to problem‑solving
• The ability to work independently while contributing to a collaborative team

Required Qualifications

• One (1)–two (2) years of customer service experience
• Proficient computer and data‑entry skills
• Strong attention to detail and math aptitude
• Ability to listen actively and communicate effectively
• Comfort multitasking and making timely decisions

Preferred Qualifications

• Healthcare experience, particularly in enteral or respiratory therapy
• Understanding of insurance reimbursement, HCPCS codes, and payer guidelines
• Knowledge of third‑party payer requirements

You don’t need to check every box — we care just as much about how you support patients as your background.

Why LUX Infusion

At LUX Infusion, we believe care deserves more light — more warmth, more clarity, and more connection.

Here, you’ll find:

• Purpose‑driven work that directly impacts patient access to care
• A patient‑first, clinician‑led culture
• Supportive, collaborative teammates across intake, clinical, and operations
• Clear expectations and meaningful ownership in your role
• Opportunities to grow within a healthcare organization building something meaningful

Come help patients feel confident from their very first conversation — and see what’s possible when care comes first.

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.