Intake Specialist I

Friesen Group Inc•Susanville, CA

16d

About The Position

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.

Requirements

1 year of Customer Service experience.
High School Diploma or equivalent
Proficient in Microsoft Office (Excel, Word, Outlook).
Excellent customer service, phone skills.

Nice To Haves

Knowledge of HCPC codes
1 year prior work experience in a medical setting.
Understanding of insurance authorization and reimbursement.

Responsibilities

Greet all walk-in customers and telephone calls promptly in a friendly "can do" and professional manner.
Listen to customers to identify their needs "check for understanding".
Resolve customer situations/problems and request assistance if necessary.
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 clinical documents prior to initiating service, as required by insurance.
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
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.