Admissions Customer Service Representative

Job description

## **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 nutrition and infusion care deserve more light — more warmth, more clarity, and more connection. For patients beginning enteral therapy, clear communication and a seamless admissions experience can make all the difference. We’re looking for an **Admissions Customer Service Representative (Enteral department)** who wants their work to mean something — someone who brings professionalism, empathy, and precision to every patient interaction, referral, and intake process. --- ## Why This Role Matters The **Admissions Customer Service Representative** is the gateway to care, guiding patients, families, and referral partners through the admissions and intake process with clarity and confidence. This role plays a critical part in ensuring that referrals transition smoothly into active care, setting expectations, eliminating administrative barriers, and delivering a high‑quality first impression of LUX Infusion. In this role, you’ll contribute to work that: - Ensures a seamless, efficient admissions process from referral through therapy start - Helps patients feel supported, informed, and confident as they enter care - Drives timely and accurate intake, insurance verification, and authorization workflows - Strengthens trust with referral sources through responsive, reliable admissions coordination - Supports a patient‑first, clinician‑led organization focused on continuity of care Behind every successful therapy start is an admissions experience handled with care and this role makes that possible. --- ## What You’ll Do In this role, you will: - Serve as a central point of contact for **enteral admissions and intake coordination** - Receive, review, and process new patient referrals with a focus on timely conversion to active services - Manage the **end‑to‑end admissions workflow**, including intake, documentation collection, and order readiness - Collect complete and accurate patient demographic, clinical, insurance, physician, and caregiver information - Verify insurance benefits, coverage, authorizations, and patient financial responsibility - Communicate clearly with patients, families, and caregivers regarding the **admissions process, next steps, billing, and delivery expectations** - Partner with referral sources to obtain complete, compliant documentation required for admission - Coordinate closely with clinical, pharmacy, delivery, and intake teams to ensure timely care initiation - Track and follow up on pending admissions, authorizations, and missing information to prevent delays in care - Maintain accurate, up‑to‑date patient records and admission status in internal systems - Ensure compliance with HIPAA and all regulatory requirements throughout the admissions process - Support quality assurance initiatives and identify opportunities to improve admissions efficiency and patient experience --- ## What We’re Looking For You may be a great fit if you bring: - A strong customer‑service mindset grounded in empathy and professionalism - A process‑driven approach with attention to detail, especially in **intake and admissions workflows** - Comfort working in a fast‑paced, high‑volume admissions environment - Excellent organizational and follow‑through skills - Clear written and verbal communication skills - A proactive, solution‑oriented approach to removing barriers to care - The ability to manage multiple admissions cases while maintaining accuracy and timeliness --- ## Required Qualifications - One (1)–two (2) years of customer service, intake, or admissions experience - Proficient computer and data‑entry skills - Strong attention to detail and math aptitude - Ability to listen actively and communicate effectively - Comfort multitasking and making timely decisions --- ## Preferred Qualifications - Healthcare admissions, intake, or patient access experience (enteral or respiratory a plus) - Understanding of insurance verification, authorizations, HCPCS codes, and payer guidelines - Knowledge of third‑party payer requirements and documentation standards You don’t need to check every box — we care just as much about how you support patients as your background. --- ## Why LUX Infusion At LUX Infusion, we believe care deserves more light — more warmth, more clarity, and more connection. Here, you’ll find: - Purpose‑driven work that directly impacts patient access to care - A patient‑first, clinician‑led culture - Supportive, collaborative teammates across admissions, clinical, and operations - Clear expectations and meaningful ownership in your role - Opportunities to grow within a healthcare organization, building something meaningful Pay Range/Rate $20—$23 USD --- #### PHYSICAL DEMANDS The physical demands described here represent those required for an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. If you require a reasonable accommodation during the application or interview process, please contact the **LUX Infusion Talent Team** at **Careers@LUXInfusion.com** or **954.385.7322 x 1425**. 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. LUX Infusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.