Customer Service Specialist

Ready to make a real difference in people’s lives? ActivStyle is seeking compassionate, driven individuals to join our team—where purpose meets professionalism. As a trusted provider of home-delivered medical supplies, we empower our clients to live with dignity, independence, and comfort.

ActivStyle is currently hiring for a dedicated Customer Service Specialist  in our Nevada office . In this role, you’ll be the friendly voice and knowledgeable guide helping clients access essential products like incontinence supplies, urological items, and other personal care essentials—all delivered discreetly to their door.

If you’re passionate about helping others and thrive in a supportive, mission-driven environment, we’d love to welcome you to the ActivStyle family.

Position Summary :

Customer Service Specialists are responsible for learning and understanding the entire front-end process to ensure successful service for our patients. The Customer Service Specialists works in a fast-paced environment answering inbound calls and making outbound calls. Maybe responsible for obtaining, analyze, and verify the accuracy of information received from referrals, create orders, and or schedule the patient to receive equipment as ordered by their doctor. Customer Service Specialists should educate Patients of their financial responsibility when applicable.

Essential Functions and Job Responsibilities :

• Develop  and maintain working knowledge of current products and services offered by the company
• Answer all calls and emails in a timely manner, in adherence to their goals
• Document all call information according to standard operating procedures
• Answer questions about products and services, retail stores, general service line information and other information as necessary based on customer call needs
• Process orders, route calls to appropriate resource and follow up on customer calls where necessary
• Review all required documentation to ensure accuracy
• Accurately process, verify, and / or submit documentation and orders
• Complete insurance verification to determine patient’s eligibility, coverage, co-insurances, and deductibles
• Obtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when required
• Must be able to navigate through multiple online EMR systems to obtain applicable documentation
• Enter and review all pertinent information in EMR system including authorizations and expiration dates
• Communicate with Customer Service and Management on an on-going basis regarding any noticed trends with insurance companies
• Verify insurance carriers are listed in the company’s database system, if not request the new carrier is entered
• Responsible for contacting patient when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process.
• Meet quality assurance requirements and other key performance metrics
• Facilitate resolution on customer complaints and problem solving
• Pays attention to detail and has great organizational skills
• Actively listens to patients and handle stressful situations with compassion and empathy
• Flexible with the actual work and the hours of operation
• Utilize company provided tools to maintain quality. Some tools may include but are not limited to Authorization Guidelines, Insurance Guidelines, Fee Schedules, NPI (National Provider Identifier), PECOS (the Medicare Provider Enrollment, Chain, and Ownership System) and “How-To” documents
• Develop and maintain working knowledge of current HME products and services offered by the company.
• Maintain patient confidentiality and function within the guidelines of HIPAA.
• Completes assigned compliance training and other educational programs as required.
• Maintains compliant with ActivStyle’s Compliance Program.
• Assist operations with on-call responsibilities as needed during non-business hours in accordance with company policy.
• Depending on the geographic territory and size of the branch location, may require assisting operations with deliveries.
• Retain knowledge of and consistently adhere to procedures for the use of Personal Protective Equipment (PPE), infection control and hazardous materials handling.
• Perform other related duties as assigned.

Competency, Skills and Abilities :

Education and Experience Requirements :

High School Diploma or equivalent required &  One (1) year work related experience in health care administrative, financial, or insurance customer services, claims, billing, call center or management regardless of industry.

or :

Physical Demands and Work Environment :

Amazing Benefits At A Glance :

At ActivStyle we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our team and our community. We are proud to be an equal opportunity workplace and an affirmative action employer.

This employer participates in E-Verify. Following acceptance of any job offer, at the start of employment the employer will provide the federal government Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify is unable to verify your eligibility for employment this employer will provide written instructions to provide an opportunity to contact the appropriate agencies and resolve the discrepancy prior to taking any action against continued employment.