Customer Intake Representative I

Home Care Delivered • Norwood, MA

1d

About The Position

Home Care Delivered (HCD) is a specialty medical supply distributor that works with physicians, home healthcare providers, and other healthcare practitioners to deliver medical products directly to patients’ homes across the United States. The company provides products for several chronic care categories and works with Medicare, state Medicaid plans, and commercial insurers. HCD was founded in 1996, employs more than 350 teammates, and is guided by the purpose: “To help people live with confidence and dignity.”

The Customer Intake Representative manages and follows up on new customer orders, coordinating the documentation and other details required for the initial shipment of medical supplies. The role involves communicating with physicians’ offices, insurance companies, healthcare professionals, and patients; creating, faxing, mailing, and tracking medical and insurance documentation; and ensuring orders comply with regulatory requirements and company policies. The position is seasonal and part-time, non-exempt, with an hourly rate of $25.

Requirements

• High school diploma or GED.
• Call center experience; preferably in a customer service role.
• Knowledge of Microsoft Office.
• Ability to sit for extended periods, typically 6–8 hours per day, while working at a computer station.
• Manual dexterity to use a keyboard, mouse, and other computer peripherals for data entry and communication.
• Visual acuity to view a computer screen for prolonged periods, read small print, and accurately enter data.
• Adequate hearing, with or without correction, to understand and respond to customer inquiries by telephone or other audio equipment.
• Ability to perform repetitive hand, wrist, and finger movements, such as typing and using a mouse.

Nice To Haves

• Medical experience, such as work in a medical office or as a CNA.
• Bilingual abilities.

Responsibilities

• Accurately complete each step from order to shipment, including initial customer engagement and intake, order data entry, insurance verification, prior authorization when needed, gathering and verifying documentation, and completing shipping.
• Ensure compliance with regulatory requirements and department and company standards and procedures.
• Communicate with healthcare professionals and customers about patient order status, building professional relationships with key decision-makers to support regular patient referrals.
• Document patient accounts in accordance with department policy when action is required or taken and after each completed or attempted patient contact.
• Expedite service when management determines that a situation requires urgent attention.
• Explain required documents to patients and provide instructions for completing them as needed.
• Identify workflow and customer-experience improvement opportunities and contribute to solutions.
• Maintain appropriate communication and confidentiality.
• Perform other duties as assigned, which may vary at any time with or without notice.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED