Intake Specialist

Friesen Group Inc•Redding, CA

About The Position

Owens provides state-of-the-art medical equipment and supplies to patients and caregivers throughout the North State. For more than 60 years, we've been providing custom healthcare solutions for patients and providers. We're committed to providing patients with the highest quality care, with wide range of services, including CPAP/BiPAP, capnography, non-invasive ventilation, airway clearance, and specialty therapies. Currently seeking an INTAKE SPECIALIST to join our team! Our Core Values at Owens are: HUMAN VALUE, TAKE OWNERSHIP, MAKE THE DIFFERENCE, SET THE PACE AND EMBRACE CHANGE. 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 Ensure that intakes are timely and accurate. Ensure that appropriate internal departments or outside agencies have the necessary information to assure smooth coordination of care for patients. Responsible for new intake information for securing benefits and authorization information prior to start of therapy. Complete software Insurance Verification queue for private insurance. Escalate concerns through appropriate chain of command. Independently verify that documentation qualifies patient for ordered services. Document all conversation and correspondence with referral sources, as they occur & in Teams. Thorough understanding of BT and insurance verification platforms. Intake Process Notify patient of patient financial responsibility, as well as protocol for set-up and service expectations. Document payment plan and collect at least the 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. Initiate prior authorization, as required by payor, and document in software. Other Responsibilities Answer phones in a timely manner, addressing customer concerns immediately, escalate along chain of command as appropriate. Report all software and hardware (i.e., printers, fax machines, copy machine) issues to IT. Schedule patient appointments as needed. Act as a resource for Intake I personnel and notify appropriate lead or branch manager of any ongoing education needed.

Requirements

1-year prior work experience in a medical setting.
Understanding of insurance authorization and reimbursement.
Excellent Customer Service experience.
High School Diploma or equivalent
Proficient in Microsoft Office (Excel, Word, Outlook).
Excellent customer service, phone skills.

Nice To Haves

Preferred Knowledge of HCPC codes
Preferred 2 or more years working in a direct patient role within a medical setting.
Preferred 1-year prior work experience in HME
Preferred Medical terminology class completion

Responsibilities

Keeping the organization’s mission, and values at the forefront of decision making and action.
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.
Ensure that intakes are timely and accurate.
Ensure that appropriate internal departments or outside agencies have the necessary information to assure smooth coordination of care for patients.
Responsible for new intake information for securing benefits and authorization information prior to start of therapy.
Complete software Insurance Verification queue for private insurance.
Escalate concerns through appropriate chain of command.
Independently verify that documentation qualifies patient for ordered services.
Document all conversation and correspondence with referral sources, as they occur & in Teams.
Thorough understanding of BT and insurance verification platforms.
Notify patient of patient financial responsibility, as well as protocol for set-up and service expectations.
Document payment plan and collect at least the 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.
Initiate prior authorization, as required by payor, and document in software.
Answer phones in a timely manner, addressing customer concerns immediately, escalate along chain of command as appropriate.
Report all software and hardware (i.e., printers, fax machines, copy machine) issues to IT.
Schedule patient appointments as needed.
Act as a resource for Intake I personnel and notify appropriate lead or branch manager of any ongoing education needed.