Intake Specialist I

Leading Through Mission & Values

• Keeping the organization’s mission, and values at the forefront of decision making and action.

Customer Communication and Responsibilities

• Greet all walk-in customers and telephone calls promptly in a friendly "can do" and professional manner.
• Always use customers' names during interaction with them.
• Listen to customers to identify their needs "check for understanding".
• Be considerate; avoid confrontation and defensiveness when interacting with patients.
• Resolve customer situations/problems and request assistance if necessary.

Intake Coordination

• Inform manager of any patient/customer problems, concerns, etc, with ordered services/products, if necessary and document in software and in Microsoft Teams
• Verify that documentation qualifies patient for ordered services with minimal assistance.
• Complete software Insurance Verification queue for private insurance
• Notify referral source and patient of patient financial responsibility, as well as protocol for set-up and refill expectations.
• Document payment plan and collect at least first payment prior to dispensing. Obtain a signed and dated Payment Plan, per Owens policy.
• Obtain clinical documents prior to initiating service, as required by insurance.
• Able to navigate BT and insurance verification platforms with some assistance.

Intake Process

• Ensure that intakes are timely and accurate.
• Ensure that appropriate internal depts or outside agencies have necessary info to assure
• smooth coordination of care for patients.
• Responsible for new intake info for securing
• benefits and auth info prior to start of therapy.
• Check tasks throughout the day and address new orders.
• Document all conversations and correspondence with referral sources, as they occur.
• Scan referrals not in que and attach to patient

Other Responsibilities

• Answer phones in a timely manner, addressing customer concerns immediately, escalate as needed to address concerns.
• Report all software and hardware (i.e., printers, fax machines, copy machine) issues to IT.
• Schedule patient appointments in software, as needed
• Takes initiative to obtain a basic understanding of insurance requirements for billing.
• Greet walk-in patients and address their needs; escalates as appropriate.
• Basic equipment troubleshooting and foundational knowledge of function after training.

Experience

• 1 year of Customer Service experience.
• Preferred Knowledge of HCPC codes
• Preferred 1 year prior work experience in a medical setting.
• Preferred understanding of insurance authorization and reimbursement.

Education

• High School Diploma or equivalent

Special Skills

• Proficient in Microsoft Office (Excel, Word, Outlook). Excellent customer service, phone skills.