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.