Enteral Customer Service Representative

See your work in a new light.

At LUX Infusion, we're reimagining infusion care to be more human, supportive, and connected. Inspired by lux-meaning light - we guide patients, providers, and partners through complex therapies with clarity, compassion, and confidence.

As a clinician-led, U.S.-based organization, we put people first - helping patients feel seen and supported through faster therapy starts, dedicated care coordination, and meaningful collaboration. Our commitment to inclusion, diversity, equity, and advancement (IDEA) is central to our culture, ensuring every team member feels valued and empowered to make a difference.

• Schedule: Monday-Friday, 8:30 AM-5:00 PM EST
• Location: Hybrid- Syracuse, NY
• (Work location subject to change based on business needs)

See Your Work in a New Light

At LUX Infusion, we believe care deserves more light - more warmth, more clarity, and more connection. For patients receiving enteral therapy, access, communication, and trust matter just as much as clinical delivery.

We're looking for a Customer Service Representative (Enteral department) who wants their work to mean something - someone who brings care, accountability, and clarity to every patient interaction, and who understands that the referral and intake process sets the tone for the entire care journey.

Why This Role Matters

The Enteral Customer Service Representative is often a patient's first point of contact with LUX Infusion. This role plays a critical part in building patient confidence, ensuring accurate intake, and coordinating timely care.

In this role, you'll contribute to work that

• Helps patients feel supported, informed, and confident as they begin enteral therapy
• Ensures accurate referral processing to prevent delays in care
• Strengthens trust with referral sources through professionalism and follow-through
• Supports a patient-first, clinician-led organization focused on outcomes

What you do behind the scenes directly affects how smoothly a patient's care begins.

In this role, you will

• Receive, review, and process new patient referrals for enteral therapy services
• Gather and verify complete demographic, clinical, financial, physician, and caregiver information
• Verify insurance coverage, benefits, authorizations, and patient financial responsibility
• Communicate clearly with patients, families, and caregivers regarding coverage, billing, and delivery expectations
• Serve as a primary point of contact for patient questions, providing prompt and courteous support
• Coordinate closely with clinical, pharmacy, delivery, and business development teams to ensure timely service
• Collaborate with Business Development staff to support and strengthen referral relationships
• Maintain accurate documentation and patient records in compliance with HIPAA and regulatory requirements
• Follow up with referral sources and internal partners to ensure completeness and accuracy of documentation
• Contribute to quality assurance efforts and process improvements to enhance patient experience

You may be a great fit if you bring

• A strong customer-service mindset grounded in empathy and professionalism
• Excellent communication skills and the ability to explain complex information clearly
• Strong organization, prioritization, and attention to detail
• Comfort working in a fast-paced, high-volume environment
• A solution-oriented approach with strong problem-solving skills
• The ability to balance independence with collaboration as part of a team

Required Qualifications

• One (1)-two (2) years of customer service experience
• Proficiency with computer systems and data entry
• Strong written and verbal communication skills
• Ability to multitask, adapt, and make timely decisions
• Solid math aptitude and attention to detail

Preferred Qualifications

• Healthcare-related 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 show up for patients as about your experience.

Physical Demands

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.