Order Intake Specialist - II

Rx Redefined • St. Louis, MO

1d

About The Position

The Order Intake Specialist II serves as an advanced operator within the Order Intake team, supporting patients, providers, and internal teams by ensuring accurate, compliant, and timely processing of DME prescriptions. The role handles complex patient situations, escalations, and specialty workflows while owning specific provider organizations and contributing to cross-functional improvement efforts. As a senior member of the intake function, the specialist sets a standard for professional communication, problem-solving, and patient-first service.

Requirements

• Exceptional verbal and written communication skills, with the ability to convey warmth, clarity, and empathy.
• Confidence navigating EMRs, task management platforms such as Asana, and multi-system digital workflows.
• Strong critical thinking, de-escalation, and conflict-resolution abilities.
• Ability to manage priorities independently, take ownership, drive results, and meet productivity targets.
• Adaptability to fast-evolving healthcare technology environments and ability to work effectively across diverse teams and personality types.

Nice To Haves

• Prior experience in pharmacy technician work, medical assisting, surgery scheduling, or healthcare operations.
• Experience in urology or DME operations.

Responsibilities

• Collaborate with physicians, clinical teams, and patients to validate, prepare, and process DME prescriptions.
• Support patients through initial outreach calls, inbound support, proactive shipment tracking, insurance coverage guidance, and detailed product education.
• De-escalate complex or emotionally charged patient situations using strong communication and problem-solving skills.
• Communicate with providers about compliance issues, medical record addendums, and missing prescription elements.
• Perform prior authorizations, verify insurance eligibility, and process referrals with outside suppliers and payors.
• Maintain advanced catheter and product knowledge, including HCPCS codes, lubrication types, materials, and specialty-specific clinical needs.
• Serve as a subject matter expert for teammates, locate product samples, and mentor staff through complex specialty inquiries.
• Own a dedicated region or provider organization and drive provider and patient satisfaction metrics.
• Identify trends, recurring operational gaps, and process bottlenecks within assigned accounts and present actionable findings cross-functionally.
• Use EMRs, Nuclino, and internal platforms accurately and in accordance with operational procedures.
• Follow escalation pathways, using ticketing systems for non-urgent tasks and trends and Slack for urgent operational escalations.
• Meet organizational standards for HR trainings, self-reviews, attendance, and data security/HIPAA, and support ad-hoc departmental projects.

Benefits

• Comprehensive medical, dental, and vision coverage with 100% of employee premiums covered by Rx Redefined.
• Professional growth opportunities on a high-growth team, with opportunities to learn quickly, take ownership, and see the impact of your work.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed