Healthcare Customer Service Specialist | Skilled in Inbound Calls, Insurance Cov

I have almost two years of experience working in the healthcare industry as a Customer Service Representative supporting U.S. patients. In my previous role, I mainly handled inbound calls for order status, medical supply reorders, shipment tracking, and account updates. Most of the patients I supported were elderly, along with nurses and authorized representatives, especially for ostomy, colostomy, and diabetic supplies like CGM devices and test strips. I was also part of the order status and returns team, where I assisted with processing returns for defective items or supplies that were no longer needed. I coordinated with doctors’ offices for CMN requests when updated documentation was required, and I also handled escalation calls for urgent concerns together with my supervisors. While I wasn’t in a dedicated insurance verification role, I did work closely with insurance information on a daily basis. I checked active Medicare and Medicaid coverage, reviewed whether prescribed supplies were eligible for reorder, validated CMNs, and made sure orders met coverage guidelines before processing. I didn’t directly call insurance companies, but I regularly worked within those guidelines as part of my workflow.