Wound Care Customer Service Representative

Key Responsibilities

• Review wound care and surgical dressing orders received electronically.

• Evaluate prescriptions, medical records, and supporting documentation for completeness and compliance.

• Verify patient eligibility requirements for wound care supplies and dressings.

• Process approved orders accurately and efficiently.

• Identify missing documentation or qualification issues and coordinate resolution with referral sources, providers, sales representatives, and clinical staff.

• Maintain accurate patient and order records within internal systems.

• Communicate order status updates to patients and referral partners.

• Support reorder management and ensure continuity of patient care.

• Work in a fast-paced, high-volume healthcare environment while maintaining accuracy.

• Collaborate with operations, billing, insurance verification, and sales teams.

Required Qualifications

• Minimum 2+ years of experience within:

• Wound care clinics

• Wound care centers

• Surgical dressing environments

• Healthcare organizations supporting wound care patients

• Medical order processing functions

• Understanding wound care products and surgical dressings.

• Experience reviewing medical records and physician documentation.

• Strong written and verbal communication skills.

• Excellent attention to detail.

• Experience coordinating with patients, providers, referral sources, or healthcare teams.

• Ability to manage multiple priorities and meet processing deadlines.

Preferred Qualifications

• Durable Medical Equipment (DME) experience.

• Knowledge of HCPCS coding related to wound care products.

• Experience working with Medicare, Medicaid, and commercial insurance documentation requirements.

• Brightree experience.

• Prior experience processing wound care supply orders.

Nice to Have

• Insurance verification experience.

• Prior authorization experience.

• Familiarity with wound dressing manufacturers and product lines.

• Experience supporting reorder and recurring supply programs.