ERD Coordinator

What Will You Be Doing

• Complete a minimum of 80 total calls daily, including inbound and outbound interactions.
• Process 15–20 orders per day.
• Congistently meet or exceed departmental KPIs.
• Adhere to assigned schedules, including designated breaks and lunch periods (Schedule Adherence).

Call Responsibilities

• Make outbound calls to patients, emergency contacts, and physicians to recover equipment.
• Receive inbound calls, including patient responses to voicemails or SlickText notifications.
• Call Active Patient Reports to verify continued use of rental equipment and provide courtesy follow-ups.

Order & Equipment Processing

• Create and complete pick-up orders when requested, ensuring all patient information is verified (address, phone number, scheduled time, etc.).
• Correctly process and close equipment pick-ups in Medtrac with accurate documentation.
• Follow up on reschedules and voids, ensuring proper communication with Billing regarding daily rentals.

Transition & Billing Coordination

• Complete transfer forms when patients transition to a contracted insurance plan.
• Ensure new insurance information is documented and forwarded to the appropriate department.
• If the patient transitions to a non-contracted provider, initiate proper equipment recovery steps.
• Submit completed transfer forms to Billing and document updates in ERD-TRAC.
• Email Billing when a patient requests a purchase quote.

ERD-TRAC Management

• Review the ERD-TRAC page daily.
• Update ERD-TRAC immediately after completing any patient-related action.
• Filter and monitor the TAT (Turnaround Time) column to prioritize follow-ups.
• Work entries from oldest to newest to support the department’s 90/90 equipment recovery goal - 90% of orders completed in 90 days.

Compliance & Collaboration

• Comply with HIPAA regulations at all times and ensure no patient information is visible when away from the workstation.
• Route unresolved issues to the appropriate internal department or designated resource.
• Participate in interdepartmental projects and process improvement initiatives as needed.