Inside Clinical and Service Representative-Post-Acute Care -RN- LPN

Job Summary:

The Inside Clinical and Service Representative (ISR) will be responsible for the ordering process for wound, ostomy, urological and tracheostomy supply orders including checking facility EMR for qualifying residents, checking resident/patient insurance eligibility, reviewing supporting documentation to place the order, and completing order entry.

The Inside Clinical and Service Representative performs these tasks under the direct supervision of the Post-Acute Inside Clinical and Service Team Manager.

What We Offer: 

• Monday - Friday schedule, no weekends  

• RestorixHealth is proud to provide employees with a comprehensive and attractive benefits program which includes the following:
• Medical, Dental and Vision Insurance
• Health Savings Account (with employer match) and Flexible Spending Accounts (General Purpose, Limited Purpose, and Dependent Care)
• Employer-paid Basic Life Insurance, AD&D and Short-Term Disability
• Voluntary Buy-Up Life Insurance (for self, spouse & children), Short-Term Disability and Long-Term Disability
• Voluntary Accident, Critical Illness, and Hospital Indemnity Plans
• Employee Assistance Program
• Pet Care Discount Program
• Unlimited Vacation Time and Paid Holidays 
• 401(k) Retirement Plan (with employer match)
• Internal ongoing educational/training opportunities
• Competitive compensation
• Continuous coaching & mentorship

Primary Responsibilities:

• Schedule facilities on a four-week revolving schedule in Outlook
• Monitor weekly schedule from corporate scheduling team to ensure calendar is correct.
• Review facility EMR for qualifying residents and or communicate with facility contact to ensure all qualifying residents are captured.
• Identify new orders and  changes in orders in the EMR.
• Request qualifying paperwork such as: face sheets, physician orders and product ID numbers.
• Review facility census and update PCMS with patent discharges, hospital admissions, and expired residents.

• Perform insurance verification via PCMS for all patients.
• Review patient inventory levels and document in PCMS.
• Complete order entry following LCD guidelines and patient supply needs.
• Monitor order logs and Fed Ex notices for order shipment.
• Respond to incoming calls, faxes, emails, and facility questions.
• Follow up with facility contact(s) regarding orders, backorders, and discontinued product via email or phone call
• Communicate with and provide support to Field Staff as needed
• ISR will reach out to CS for assistance, with facility questions.
• ISR will frequently communicate with assigned CS regarding facility and orders.
• Assist in coverage of the On Demand Clinical desk as scheduled.
• Maximize team & company performance by creating a team atmosphere that values opportunities for development and professional growth.
• Support and encourage colleagues to embrace the Company values and contribute to a positive overall Company culture

Additional Responsibilities:

• Complete Corporate Training Program
• Read and adhere to all Company Policies and Procedures
• Monitor order submission in a timely manner
• Assist Company in obtaining all appropriate Physician signatures as needed.
• Maintain and safeguard all patient records as indicated and required by the Company program and the Health Insurance Portability and Accountability Act (HIPAA)
• Complete and submit all necessary reports to managers and corporate office
• Comprehend, understand, and communicate insurance eligibility requirements.
• Develop a thorough working knowledge of wound care products to be able to make appropriate product recommendations to meet the needs of the patients, providers, and healthcare facility staff
• Complete all necessary and appropriate paperwork in a timely manner.
• Virtual educate to appropriate staff members on  wound related topics to support clinical rationales for product selection and clinical best practice protocols.
• Assist other team members with coverage during vacation and sick time.
• Enhance professional growth and development through participation in current educational wound care programs.
• Become certified in wound care by approved accredited organization per company policy.
• Communicate regularly with managers
• Communicate with other team members as needed.
• Attend company related meetings and in-services as required.
• Participate in individual and team reviews in addition to quality improvement programs as directed by supervising staff.
• Proactively and by the deadline provided, attend to, and fulfill Appeals/Audit documentation requests.
• Other assignments as deemed necessary by the ICS team manager.

Education and Technical Skills:

• Graduated from an accredited nursing, or physical therapy program and hold a current license as either a Licensed Nurse or a Physical Therapist. Other degrees may be considered if the individual is a Certified Wound Specialist, Wound Care Certified, or other credentials from an accredited wound care agency.
• Technical Skills - Product knowledge, sales plan design, strategic prospecting skills, rapport building in-person and over phone, objection prevention, demo skills, closing techniques, post-sale relationship management.
• Mathematical Skills - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Computer Skills - Exceptional skills in MS Suite with a strong proficiency in Excel including pivot tables.
• Language Skills - Ability to articulate recommendations in a concise and timely manner, ability to respond to common inquiries or complaints from external/internal customers, regulatory agencies, and members of the executive leadership team. Ability to write presentations that conform to prescribed style and format. Ability to effectively present information to the management, executive leadership team, and investor groups.
• Experience working with electronic medical records (EMR) systems.
• Must have experience with Microsoft Word, Excel, and Outlook.

Additional Eligibility Qualifications/Competencies:

• Possesses excellent customer service skills.
• Demonstrates effective interpersonal, verbal, and written communication skills,
• Is professional in appearance and actions.
• Consistently displays behavior that enhances the image of the organization as evidenced by professional and courteous behavior toward facility contacts and co-workers.
• Fosters a sense of teamwork.
• Flexible in fulfilling job responsibilities
• Has satisfactory passed pre-employment qualification.
• Demonstrates and promotes teamwork
• Diversity - Demonstrates knowledge of Equal Employment Opportunity (EEO) policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; builds a diverse workforce.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
• Ability to develop effective business relationships and work effectively with senior management, administrators, physicians, nurses, and other decision makers.
• Strong focus on providing customers with superior support and Service.
• Ability to effectively problem solve.
• Strong organizational and planning skills, as well as attention to detail and accuracy.
• Ability to negotiate and influence others to achieve results.
• Ability to execute strategy.
• Displays a sense of urgency.
• Ability to display high levels of initiative, effort and commitment successfully complete projects and assignments
• Must be self-motivated and disciplined.
• Must have excellent oral and written communication skills.
• Must be able to speak extemporaneously on an individual and group basis.
• Must have the ability to effectively develop and present information and respond to questions from medical professionals.
• The ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, and governmental regulations is important
• Ability to comprehend and communicate complex technical/medical terminology and to maintain the required technical expertise including competitive product knowledge.
• Must consistently meet performance targets.
• Must observe safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.
• Has the ability to balance team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; participates in team activities.
• Works within approved budget; conserves organizational resources.
• Demonstrates knowledge of Equal Employment Opportunity (EEO) policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment- free environment; builds a diverse workforce.