Intake Specialist - Outbound

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value.

About the role

The ideal candidate provides excellent customer service and will talk directly with patients and their families, determining their needs, medical history, physical and mental state, and special requirements.

Responsibilities

• Make outgoing calls to patients and schedule various appointment types for multiple locations
• Communicate professionally with patients
• Appropriately document and confirm requested appointments
• Provide excellent customer service
• Determine the most appropriate location, clinician, and appointment type needed for the patient
• Manage incoming faxes from referral sources
• Triage and route general inquiry calls
• Contact patients for no-show/rescheduled appointments
• Promote the values of Hanger

Requirements

• High school education or equivalent
• Minimum of 2 years of related experience
• Minimum good fit for the job, as determined by a skills assessment (administered as part of the selection process)

Skills

• Strong interpersonal, oral, and written communication skills, including the ability to follow written and verbal directions
• Resourceful and flexible team player who excels at building trusting relationships with patients, referral sources, and colleagues
• Working knowledge of HIPAA and other medical insurance regulations and terminology for private payer, state, and federal plans including coding, billing, and reimbursement protocols
• Proficient computer skills including Windows-based office technologies (e.g., Word, Excel), Outlook, and automated billing systems
• Working knowledge of ICD-9, ICD-10, HCPC/CPT, and other coding
• Ability to use office equipment such as facsimile machine, calculator, and postage machine
• General knowledge of state, federal, and regional collection and reimbursement laws
• Excellent organizational skills and ability to manage multiple tasks in a fast-paced environment
• Enthusiastic and positive attitude
• Ability to work independently, exercise creativity, and be attentive to detail
• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships
• Keep the patient at the center of everything that you do, building lifelong trust
• Foster open collaboration and constructive dialogue with everyone around you
• Continuously innovate new solutions, influencing and responding to change
• Focus on superior outcomes and calibrate work processes for outstanding results

Schedule

8:00 AM - 5:00 PM EST, Monday - Friday

Pay

Pay range of $17.75 to $23.00 per hour + annual bonus: up to 5% of base pay depending on bonus criteria.

Benefits

• Competitive compensation packages
• 8 paid national holidays & 4 additional floating holidays
• PTO that includes vacation and sick time
• Medical, dental, and vision benefits
• 401k savings and retirement plan
• Paid parental bonding leave for new parents
• Generous employee referral bonus program
• Mentorship programs (mentor and mentee)
• Student loan repayment assistance by location
• Regional & national traveling CPO/CO/CP opportunities
• Volunteering for local and national events such as Hanger’s BAKA Bootcamp and EmpowerFest