Intake Specialist

Quipt Home Medical is a rapidly growing leader in the provision of clinical respiratory equipment and service in the durable medical equipment industry. We are looking for driven individuals to come grow with us.

About the role

As an Intake Specialist, you represent our company to referrals and patients. Our Intake Specialists are a direct point of contact for any patient, caregiver, referral source, or commercial account that contacts us either in person, over the telephone, or via the internet to provide equipment and/or services. Strong and effective written and verbal communication skills are a necessity to succeed in this role.

Intake Specialists receive, qualify, and process, according to procedure, all physician orders in a timely, efficient, accurate, and courteous manner. You will interact with patients to provide information in response to inquiries about products or services and handle and resolve complaints effectively and with empathy. This role often involves investigating and responding to customer inquiries regarding shipments, products, deliveries, and complaints. The needs of each day vary, and you must be able to constantly assess priorities in a fast-paced environment.

Responsibilities

• Have a comprehensive understanding of all products we carry, companywide policies, procedures, standards, specifications, guidelines, and training programs.
• Understand basic software functions, proper intake procedures, insurance verification and eligibility, CMN requirements, prior authorizations, and documentation requirements for equipment.
• Knowledge of patient’s financial responsibilities (deductible, co-insurance, co-pay, ABN/upgrade), verbal, written, and WOPD orders, and complaint resolution procedures.
• Qualify orders by identifying the customer’s diagnosis and insurance coverage; verify necessary insurance reimbursement information for third-party billing when appropriate.
• Inform customers of financial responsibility and communicate documentation needs to referral sources in a timely and accurate manner.
• Input customers’ orders or changes into the computer system promptly and process work orders, necessary paperwork, and prescriptions for physicians.
• Arrange convenient delivery/pickup times with patients and/or caregivers and convey orders to Clinical Specialists and/or delivery personnel.
• Handle customer complaints courteously using appropriate techniques, problem-solving skills, and follow-up logs.
• Audit, confirm, and file all delivery, pickup, or exchange paperwork daily and review various edited reports to assure accuracy.
• Track active rentals, automatic reorders, and concentrator maintenance, processing in a timely manner as per policy and procedure.
• Obtain appropriate prior authorization numbers and time frames from third-party payers and log information into the database.
• Obtain verbal and written orders from physicians, discharge planners, and other healthcare professionals as needed and log these documents into the software promptly.
• Ensure all assigned procedures, including billing, posting, insurance, denials, inquiries, orders, and paperwork, are processed accurately and timely.
• Maintain and update all patient files and information to ensure they are current.
• Participate in company training programs and demonstrate excellent oral and written communication skills with referrals, handling complaints, and qualifying orders.
• File all necessary paperwork into patient charts in a timely manner and assist in working various computer reports for quality assurance.
• Instruct customers or caregivers on the proper and safe use of all equipment delivered in-store and provide appropriate instructional materials (e.g., PIC sheets).
• Obtain required signatures and provide customers with a copy of signed Delivery and Customer Information Checklists.
• Strictly adhere to all company policies and procedures and perform scheduled hours, staggered shifts as needed by the company.
• Perform duties at other company locations when required and undertake other duties as assigned by the supervisor.
• Continually strive to develop your knowledge and skills in all areas of the job.

Requirements

• High School Diploma or equivalent.
• Previous experience in a clerical or customer service environment.
• Knowledge of Microsoft Office (Word, Excel) and proficient general office skills (typing, computer, fax, filing, multiple phone lines).
• Neat personal appearance with a pleasing manner and strong interpersonal skills.
• Strong communication skills with the capacity to make independent decisions.
• Medicare/Medicaid and insurance billing, bookkeeping, or medical office experience preferred.

Benefits

• Medical Insurance – multiple plans to choose from.
• Dental & Vision Insurance.
• Short-Term Disability & Long-Term Disability Options.
• Life Insurance.
• Generous PTO plan.
• Paid Holidays.
• 401K with company match.

Pay

Competitive pay.