Customer Intake Representative I

HOME CARE DELIVERED, INC.•Marrero, LA

7d•Onsite

About The Position

Home Care Delivered (HCD) is a rapidly growing specialty medical supply distributor that partners with physicians, home healthcare providers, and other healthcare practitioners by providing medical products to their patients, delivered directly to their homes anywhere across the U.S. HCD has contracts with hundreds of insurance companies including Medicare, state Medicaid plans and commercial insurance plans throughout the U.S. HCD offers a wide array of name-brand products across multiple chronic care categories, including Incontinence, Diabetes, Ostomy, Urological, Wound Care, Equipment and Oral Nutritional Supplements. These products are instrumental in assisting people to return home from a hospital stay or remain in the home setting. HCD has offices across the US and distribution that enables next-day delivery for 96% of the US population. Founded in 1996, HCD has a successful operating history and today employs over 350 teammates. HCD is guided by the company's purpose statement: To help people live with confidence and dignity. With a 98% customer satisfaction rating, HCD is elevating the industry standard. Due to the success of our organization, we are hiring! The Intake Representative is responsible for managing and following up on all new customer orders. This role involves creating, faxing, mailing, and tracking the necessary medical and/or insurance documentation from physicians' offices, insurance companies, and patients. The representative coordinates every detail of the initial shipment of medical supplies to new customers, ensuring compliance with all regulatory and company policies. Effective communication with healthcare professionals is key, with the ultimate goal of building strong relationships with decision-makers that result in consistent patient referrals.

Requirements

High School Diploma or GED
Call Center experience is required, preferably in a customer service role
MS Office knowledge

Nice To Haves

Medical experience is helpful. Medical office, CNA, etc.
Bilingual candidates

Responsibilities

Accurately performs each step in the process from order to ship. This includes initial engagement and customer intake, data entry to build the order, insurance verification, prior authorization as needed, gathering, and verifying proper documentation and completing the shipping process.
Consistently ensures compliance with established regulatory requirements and department and Company standards and procedures.
Effectively communicates with healthcare professionals and customers to provide updates on patient order status with the overall objective of building professional relationships with key decision makers that yield regular referring contacts with a continual stream of patient referrals.
In accordance with department policy, thoroughly notes patient accounts when action is required/taken and/or upon each completed or attempted contact with the patient.
Expedites service in situations requiring urgent attention as determined by management.
Provides patients with a comprehensive explanation of required documents and explains how to complete required documents, as necessary.
Identifies opportunities for improvement and contributes to solutions to enhance workflow efficiency and enhance the customer’s experience.
Maintains appropriate level of communication and confidentiality.
Performs all other duties as assigned, which may vary at any time with or without notice.