Customer Service Agent

Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. We are dedicated to fulfilling the medical supply needs of consumers and the caregiving community while maintaining a 99% overall customer satisfaction rating. Over the years, Shield HealthCare has expanded nationally with current service locations in California, Colorado, Illinois, Ohio, Texas and Washington.

Shield HealthCare is looking for a Call Center Customer Service Agent to assist our customers with their telephone orders (no selling required). The Customer Service Agent serves as the primary point of contact for patients, caregivers, clinicians, and healthcare partners regarding specific products and services. This role focuses on delivering accurate information, processing orders, coordinating insurance requirements, and providing compassionate support to customers. The Customer Service Agent handles incoming and outgoing customer calls in a call center environment supporting a specific product line.

This is an on-site position in Carrollton, TX.

JOB RESPONSIBILITIES:

• Respond to inbound calls from patients, caregivers, and healthcare providers regarding enteral nutrition supplies, formula options, order status, and service inquiries.
• Handle all customer calls in a professional manner and exceed customer expectations
• Process new referrals, including verifying patient demographics, clinical documentation, and prescription details.
• Coordinate insurance verification, including coverage checks, prior authorizations, and documentation requirements.
• Place and manage orders for enteral formula, supplies, pumps, and related equipment in accordance with company protocols and payer guidelines.
• Educate callers on product usage, delivery schedules, reorder timelines, and general product expectations.
• Document all interactions accurately in the system, ensuring compliance with HIPAA and internal quality standards.
• Collaborate with clinical teams, dietitians, and customer service departments to resolve issues and support continuity of care as needed.
• Resolve common customer concerns, identifying urgent or complex cases and escalating appropriately to clinical or supervisory staff.
• Maintain uptodate knowledge of organization product offerings, insurance policies, and regulatory requirements.
• Check hold screen, daily, in an effort to release customer orders in a timely manner and meet hold screen expectations
• Maintain an available phone status in adherence with published shift and activity schedules
• Meet performance metrics, including call quality, call volume, accuracy, and customer satisfaction targets.
• Other duties assigned specific to product lines
• Complete daily assignments and tasks given by management
• Completes special projects as assigned, supporting team and organizational objectives and continuous improvement initiatives

QUALIFICATIONS:

• High School diploma or equivalent
• 1-2 years customer service experience
• Proficiency in Microsoft 365 (Excel, Outlook, PowerPoint, Word, SharePoint, Teams) and other standard productivity tools.
• Demonstrated problem solving ability
• Data entry experience preferred
• Typing 35 wpm required
• Experience in a call center, healthcare support, pharmacy, DME/HME, or diseasemanagement program
• Strong communication skills with the ability to explain information clearly and compassionately
• Ability to handle high volumes of calls while maintaining accuracy and professionalism
• Strong attention to detail, especially when documenting patient interactions
• Ability to maintain patient confidentiality and comply with HIPAA regulations
• Bilingual a plus, not required

SALARY & BENEFITS:

• $19-20/hour
• Medical, Dental and Vision (Eligible first day of employment)
• Flexible Spending Account
• Life & Disability Insurance
• 401(k) with Company Match
• Vacation and Sick Days
• Paid Holidays
• Education Assistance
• Employee Referral Program

PHYSICAL DEMANDS:

• This is primarily an office-based role with less than 10% of required travel. Travel to the corporate location to attend training may be required.
• While performing the duties of this job, the employee is regularly required to sit, use a computer, keyboard, mouse, phone, and standard office equipment, and communicate verbally and in writing.
• The employee is frequently required to use hands and fingers to handle documents, operate office equipment, type, file, copy, scan, and perform other administrative tasks.
• The employee is occasionally required to stand, walk, bend, reach, stoop, or move within the office.
• The employee may occasionally lift, carry, push, or pull office supplies, files, meeting materials, or packages weighing up to 25 pounds.
• Specific vision abilities required for this role include close vision and the ability to view a computer screen, read documents, review data, and prepare written materials for extended periods.
• Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of the job.

Career-minded individuals will find our business challenging and our reputation for excellence just one of the rewards we have to offer. To further enhance this tradition of excellence, our employees participate in continuous training and development programs in a variety of disciplines.

The posted range for this position is $19-20/hour which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay withing the posted range including education, prior experience, training, current skills, certifications, location/labor market, internal equity, etc.

Shield Healthcare, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.