Intake Specialist I

Job Type
Full-time
Description
Owens (A Friesen Group Company)
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 a wide range of services, including CPAP/BiPAP, capnography, non-invasive ventilation, airway clearance, and specialty therapies.
Currently seeking a Full-Time Intake Specialist to help support our Susanville team. Ideal candidate would be driven, works well in a team environment and values that align with the company.
Our Core Values at Owens are: HUMAN VALUE, TAKE OWNERSHIP, MAKE THE DIFFERENCE, SET THE PACE AND EMBRACE CHANGE.
Benefits Medical/Dental/Vision Flexible Spending Account 401K with generous company match Paid Time Off Benefits Personal Holiday Benefit Wellness Benefit Company Sponsored Events Recognition/Rewards Programs Employee Referral Incentive Program Tuition/Education Reimbursement
Leading Through Mission & Values

• 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.

• Will attain correct and proper information to deliver patient home medical equipment, answer calls, provide accurately and timely delivery, set up and pick up.
• Will maintain a clean and organized work area and company vehicle.
• Will maintain professional standards meeting state and ME guidelines, and all other duties as assigned.
• Rotating Call schedule for after hours and weekend patient needs.

• 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.

• Ensure that intakes are timely and accurate.
• Ensure that appropriate internal departments or outside agencies have necessary info to assure smooth coordination of care for patients.
• Responsible for new intake info for securing benefits and authorization 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.

• 1 year of Customer Service experience.
• Preferred Knowledge of HCPC codes
• Preferred 1 year prior work experience in a medical setting.
• Preferred understanding of insurance authorization and reimbursement.

• High School Diploma or equivalent

• Clean record with the DMV.

• Proficient in Microsoft Office (Excel, Word, Outlook). Excellent customer service, phone skills.