Customer Account Representative - Urology

Job Description

Job Description

Aeroflow Health – Customer Account Representative – Urology – Remote

Start date: 08/24/2026

Shift: Monday-Friday 9:00am - 6:00pm EST

Pay: $20/hour

The Opportunity

Within Aeroflow, the Urology Customer Account Team serves as one of the primary connections between our patients and the care they depend on every day. Our team helps patients navigate their healthcare journey by answering questions, coordinating with physician offices, working through insurance requirements, and ensuring they receive the medical supplies they need with confidence and compassion.

This is more than a customer service position.

Every conversation could make someone's day a little easier. Whether you're helping a patient understand their insurance benefits, resolving an order issue, or coordinating care with a physician's office, you'll play an important role in delivering an exceptional patient experience.

This is a fast-paced, high-volume call center environment where success comes from balancing compassion with efficiency. You'll spend your day speaking with patients, physician offices, and insurance partners while navigating multiple systems, solving problems, and helping patients move forward.

If you enjoy helping people, staying organized, solving problems, and working on a team that genuinely cares about making a difference, we'd love to meet you.

Your Primary Responsibilities

We are currently seeking a Customer Account Representative (CAR). In this role, you'll serve as one of the primary points of contact for our patients, delivering exceptional customer experience while helping them navigate every stage of the ordering process.

Patient Support & Customer Experience

• Deliver exceptional customer service by managing a high volume of inbound and outbound calls with professionalism, empathy, and efficiency.
• Assist patients with questions related to orders, insurance coverage, account status, documentation requirements, and next steps.
• Build trust by actively listening, resolving concerns, and creating a positive experience during every interaction.
• Communicate with compassion while confidently navigating challenging conversations and de-escalating concerns when needed.

Patient Account Management

• Review, verify, and process patient documentation to ensure accuracy, completeness, and compliance with insurance requirements.
• Coordinate with physician offices to obtain prescriptions, medical records, and other required documentation.
• Process orders for patients receiving urology products, including incontinence supplies and catheters.
• Maintain detailed and accurate documentation while managing multiple software applications simultaneously.

Call Center Performance

• Successfully manage a high-volume workload while balancing productivity, quality, accuracy, and customer satisfaction.
• Navigate multiple systems efficiently while documenting patient interactions in real time.
• Meet or exceed established performance expectations, including quality assurance, productivity, attendance, and customer satisfaction metrics.
• Adapt quickly to changing priorities while maintaining exceptional attention to detail.

Compliance & Quality

• Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies.
• Compliance is a condition of employment and is considered an element of job performance
• Maintain HIPAA/patient confidentiality
• Regular and reliable attendance as assigned by your schedule
• Other job duties assigned

Skills for Success

Successful candidates typically demonstrate:

• A genuine passion for helping people and creating exceptional customer experiences.
• The ability to remain calm, compassionate, and professional during difficult conversations.
• Excellent active listening, critical thinking, and problem-solving skills.
• Strong organization while managing multiple priorities and deadlines.
• Confidence navigating multiple software applications simultaneously.
• Clear, professional verbal and written communication skills.
• Accountability, sound judgment, and the ability to make thoughtful decisions independently.
• Adaptability and a willingness to learn in a fast-paced environment.
• A collaborative mindset with a desire to contribute to team success.
• Resilience, consistency, and a positive attitude in a high-volume call center environment.

Required Qualifications

• High school diploma or GED equivalent.
• Ability to type at least 40 words per minute with accuracy.
• Proficiency with Google Suite
• Strong computer proficiency, including the ability to navigate multiple software applications simultaneously.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities while maintaining attention to detail.

You Might Also Have

• One year of call center experience.
• One year of customer service experience.
• Experience working with Medicare, Medicaid, or commercial insurance.
• Experience within Durable Medical Equipment (DME).
• Experience supporting patients receiving urology, catheter, or incontinence supplies.
• Experience working within healthcare or another highly regulated customer service environment.

What We Look For

We're looking for people who genuinely enjoy helping others and take pride in delivering exceptional service.

You may be an excellent fit if you:

• Enjoy building meaningful relationships with patients over the phone.
• Thrive in a structured, fast-paced environment where every day is different.
• Stay organized while balancing multiple systems and competing priorities.
• Enjoy solving problems and finding solutions that improve the customer experience.
• Learn new technology quickly and embrace change.
• Take ownership of your work and consistently follow through on commitments.
• Value teamwork, accountability, and continuous improvement.
• Are looking for more than just your next job—you want to build a long-term career with a company that invests in your success.

At Aeroflow, you'll join a collaborative team that believes in supporting one another, celebrating wins together, and providing the training, coaching, and career development opportunities needed to help you grow. Whether you're building a career in healthcare customer service or taking the next step in your professional journey, you'll have the opportunity to make a meaningful impact while growing alongside a company committed to your success.

What Aeroflow Offers

Competitive Pay, Health Plans with FSA or HSA options, Dental, and Vision Insurance, Optional Life Insurance, 401K with Company Match, 12 weeks of parental leave for birthing parent/ 4 weeks leave for non-birthing parent(s), Additional Parental benefits to include fertility stipends, free diapers, breast pump, Paid Holidays, PTO Accrual from day one, Employee Assistance Programs and SO MUCH MORE!!

Here at Aeroflow, we are proud of our commitment to all of our employees. Aeroflow Health has been recognized both locally and nationally for the following achievements:

• Family Forward Certified
• Great Place to Work Certified
• Inc. 5000 Best Place to Work award winner
• HME Excellence Award
• Sky High Growth Award

If you’ve been looking for an opportunity that will allow you to make an impact, and an organization with unlimited growth potential, we want to hear from you!

Aeroflow Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

We value transparency and candidate safety throughout the hiring process. Aeroflow recruiters may reach out through platforms such as LinkedIn or Indeed; however, all interviews and/or offer coordination and sensitive information requests will occur only through our official communication channels. You will never be asked to provide personal data outside our secure application portal, and all interview or offer details will come from an @aeroflowinc.com email address. We do not conduct interviews via text message or instant-messaging apps. If you have concerns, please contact our Talent Acquisition team for verification