Remote Customer Care Specialist (Healthcare / Facility Accounts)

Overview

SunMED Medical is seeking an experienced Customer Care Specialist with a strong background in healthcare customer service, specifically supporting facility and referral partner accounts. This role goes beyond traditional customer service - you will serve as a key point of contact for facility partners, ensuring orders move efficiently from intake through fulfillment while delivering a high level of responsiveness, accuracy, and issue resolution. We are looking for someone who is relationship-driven, detail-oriented, and experienced in managing ongoing customer accounts in a medical or DME environment.

Key Responsibilities

• Manage DME referrals and orders from intake through completion using Brightree
• Serve as a primary point of contact for facility accounts, referral sources, and provider offices
• Build and maintain strong, professional relationships with assigned accounts
• Proactively follow up on missing documentation to ensure timely order processing
• Communicate clearly with patients regarding insurance coverage and financial responsibility
• Handle customer concerns and resolve escalations quickly and professionally
• Coordinate with clinicians, therapists, and internal teams to ensure smooth order flow
• Submit and track purchase orders with manufacturers
• Maintain accurate, timely, and compliant documentation

Qualifications

• 2+ years of healthcare customer service experience working with DME required
• Proven experience supporting facility accounts, provider offices, or referral sources
• Strong background in customer issue resolution and service recovery
• Experience in lymphedema, wound care, or related specialties is a plus
• Working knowledge of medical terminology
• Comfortable discussing insurance benefits and patient financial responsibility
• Strong attention to detail and ability to manage multiple priorities
• Excellent communication and relationship management skills
• Proficiency in Outlook and Excel; Brightree experience preferred
• Demonstrated job stability and reliability in previous roles

What We’re Looking For

• A strong “people person” who can build trust quickly with facility partners
• Someone who takes ownership of accounts and follows issues through to resolution
• A professional who is responsive, dependable, and detail-driven
• A team player who collaborates well across departments
• Someone who values consistency, accountability, and long-term commitment

Compensation will be based on experience, particularly within healthcare customer service and DME. Pay: From $18.00 per hour Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

People with a criminal record are encouraged to apply Application Question(s):

• What types of DME have you worked with?
• Have you worked with the software, Brightree, before?

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