Customer Intake Representative I

Home Care Delivered Inc • Norwood, MA

3h

About The Position

Home Care Delivered (HCD) is a specialty medical supply distributor serving patients across the United States through physician, home healthcare, and other healthcare practitioner partnerships. The Customer Intake Representative manages and follows up on new customer orders, coordinates the documentation needed from physicians’ offices, insurers, and patients, and arranges the initial shipment of medical supplies. The position ensures orders comply with regulatory and company requirements and communicates with healthcare professionals and customers to support patient referrals and strong professional relationships.

The role includes intake, order entry, insurance verification, obtaining prior authorization when needed, gathering and verifying documentation, and completing shipment processing. Representatives document patient account activity, explain required documents to patients, respond to urgent service needs as directed by management, and help identify workflow and customer-experience improvements. This is a seasonal, part-time, non-exempt position offering $25 per hour.

Requirements

• High school diploma or GED.
• Call center experience is required, preferably in a customer service role.
• Knowledge of MS Office.
• Ability to sit for extended periods, typically 6–8 hours a day, 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 inquiries by telephone or other audio equipment.
• Ability to perform repetitive hand, wrist, and finger movements, including typing and using a mouse.

Nice To Haves

• Medical experience, such as medical office experience or work as a CNA.
• Bilingual ability; preference is given to bilingual candidates.

Responsibilities

• Accurately complete each step from order to shipment, including initial customer engagement and intake, order data entry, insurance verification, prior authorization when needed, documentation gathering and verification, and shipping.
• Maintain compliance with regulatory requirements and department and company standards and procedures.
• Communicate with healthcare professionals and customers about patient order status and build professional relationships with decision-makers to support regular patient referrals.
• Document patient accounts whenever action is required or taken and after each completed or attempted patient contact, in accordance with department policy.
• Expedite service for situations requiring urgent attention, as determined by management.
• Explain required documents to patients and how to complete them, as necessary.
• Identify opportunities for improvement and contribute solutions that enhance workflow efficiency and the customer experience.
• Maintain appropriate communication and confidentiality.
• Perform other duties as assigned.

What This Job Offers

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