Customer Service Representative

Are You E.P.I.C?! Do you bring Empathy, Passion, Integrity, and Commitment to everything you do? If you’re someone who loves helping people, solving problems, staying organized, and making sure all the pieces come together, you may be exactly who we’re looking for! At HSS, we’re passionate about healthcare and the people we serve. As a Customer Service Representative, you’ll be an important part of helping patients transition from hospitals and facilities to the care they need at home. You’ll work behind the scenes, and sometimes directly with patients - to make sure orders are accurate, insurance requirements are met, and equipment gets where it needs to go. What You’ll Do Communicate with patients, caregivers, healthcare providers, and internal teams to coordinate services and keep everyone informed. Help customers navigate questions, orders, and service requests, creating a smooth and positive experience. Listen to customer needs, research concerns, and work with the appropriate team members to find timely solutions. Enter and update customer information, orders, and service requests in our systems with accuracy and attention to detail. Provide clear information, answer questions, and follow up to help customers feel informed and supported. Follow company procedures, maintain accurate documentation, and handle patient information with care and confidentiality. Bring empathy, passion, integrity, and commitment to every interaction with customers, healthcare partners, and teammates. Adapt to changing priorities, take on new challenges, and support the team wherever you can make an impact. What You Bring High school diploma or GED required; associate’s degree strongly preferred. Minimum of 2 years of experience in the healthcare customer service industry required. A kind, friendly, and professional approach with a genuine commitment to helping others. Proactive and resourceful, with the ability to solve problems and identify practical solutions. Strong organizational skills with the ability to manage multiple requests, conversations, deadlines, and priorities. Clear, professional communication skills and the ability to help patients, caregivers, and healthcare partners feel heard and supported. Ability to collaborate across departments to support a positive customer experience. Strong attention to detail when reviewing documentation, entering information, and maintaining accurate records. Ability to learn new systems, processes, and technology while adapting to changing priorities. Familiarity with Medicare, Medicaid, and third-party insurance preferred. Proficiency with computers and Microsoft Office applications. What You Get - Benefits That Go Beyond the Basics Comprehensive Health Coverage - Medical, Dental, and Vision insurance to keep you and your family well Future-Ready Retirement Plan - 401K with 3% company contribution after one year and 1,000 hours worked Time to Recharge - Generous PTO, Vacation and 9 Paid Holidays Extra Support When You Need It - Short Term Disability (optional), Company-Paid Long-Term Disability, and a Free Confidential Employee Assistance Program Education That Pays Off - Exclusive Tuition Reimbursement Program with Niagara University - save on master's degree programs Be Part of Something Bigger - Join an organization that values giving back through community programs Compensation $20.00 - $25.50 per hour, depending on experience Shift Monday - Friday, 8:30am to 5:00pm Location Tonawanda, NY