Intake Coordinator

The Intake Specialist plays a critical role as the first point of contact for patients, caregivers, and

healthcare providers. This role is responsible for efficiently processing incoming orders for

durable medical equipment, gathering and verifying client information, coordinating with

internal teams and ensuring compliance with insurance and regulatory requirements. By

combining strong customer service skills with accurate documentation and workflow

management, the Intake Specialist ensures timely service delivery, operational efficiency, and an

excellent client experience.

Key Responsibilities

Order Processing & Intake

• Receive and process incoming orders for durable medical equipment via phone, fax, and

email.

• Collect, review, and verify patient/client information, prescriptions, insurance details, and

supporting documentation.

• Accurately enter order and intake details into the company's order management or client

management system (e.g., Brightree/EHR).

Customer & Client Interaction

• Serve as the primary contact for new patient inquiries, providing clear, professional, and

courteous communication.

• Educate clients and caregivers on available products, insurance coverage, service

procedures, and next steps.

• Address and resolve inquiries or concern in a timely manner while maintaining a

positive client experience.

Documentation & Compliance

• Ensure all required documentation is complete, accurate, and compliant with company

policies, insurance requirements, and applicable regulations (e.g., HIP AA).

• Maintain confidential records of patient and client information.

• Support audits and compliance reviews by ensuring documentation accuracy.

Collaboration & Coordination

• Work closely with warehouse and delivery teams to coordinate timely equipment

delivery and setup.

• Partner with healthcare providers to clarify orders, request missing documentation, and

maintain seamless communication.

• Coordinate with internal departments to schedule assessments, appointments, or follow up

activities as needed.

Process Improvement

• Assist in developing, refining, and improving intake and order workflows to enhance

efficiency and client satisfaction.

• Identify and escalate barriers or issues that may impact service delivery.

Qualifications

Minimum Requirements

• High school diploma, equivalent or related experience.

• Proven experience in customer service or client-facing roles, ideally in healthcare,

durable medical equipment, or social services.

• Strong communication and interpersonal skills.

• Excellent organizational skills, attention to detail, and ability to multitask in a fast-paced

environment.

• Proficiency in Microsoft Office and order/client management systems (Brightree

experience required).

• Understanding medical terminology and insurance processes.

Preferred

• Experience with electronic health records (EHR) or intake management software.

• Knowledge of HIP AA and other relevant privacy regulations.

• Background in healthcare administration, medical office support, or social services.

• Multilingual communication skills.

• Certification in medical office administration or related fields.

Skills

• Communication: Ability to interact clearly and professionally with patients, providers,

and internal teams.

• Organization: Skilled at managing multiple tasks, client information, and intake

workflows.

• Problem-Solving: Ability to identify and resolve intake or order issues quickly.

• Technical: Proficiency with Brightree, EHR systems, and office software.

• Compliance: Knowledge of privacy standards and insurance guidelines to ensure secure

and accurate information handling.