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Intake Coordinator II - Complex Wheelchairs (DME)
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Nation's Home Medical Equipment
Owings Mills, MD (In Person)
$49,920 Salary, Full-Time
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Job Description
Nation's Home Medical Equipment is seeking a full-time, non-exempt Intake Coordinator II for our Complex Rehab department! The ideal candidate will bring a blend of Complex Wheelchair expertise, administrative prowess, and a strong commitment to patient care. Candidates with Complex Rehab Technology experience are strongly preferred due to the unique nature of this field. Schedule is Monday-Friday, 8:30 AM - 5 PM with a 30-minute unpaid meal. Position Summary The Intake Coordinator II is responsible for managing the full intake process for complex wheelchair orders. This position requires advanced knowledge of insurance authorizations, order coordination, and compliance regulations. The Intake Coordinator II also serves as a mentor to junior team members and collaborates with multiple departments to enhance process efficiency and overall service delivery. Essential Duties and Responsibilities Referral and Intake Management Manage the full intake process for complex rehab orders, including processing incoming orders, verifying documentation for completeness, obtaining & verifying insurance coverage/authorizations/eligibility before delivery, ensuring timely & accurate data entry into EMR systems, and collaborating with various stakeholders to resolve any issues. Serve as a resource for complex patient cases, providing guidance and support. Analyze Key Performance Indicators (KPIs) related to order processing and patient satisfaction to drive improvements. Coordination and Communication Schedule deliveries and coordinate with logistics to optimize efficiency and patient satisfaction. Collaborate with other departments to streamline processes and enhance overall service delivery. Insurance Authorization Liaise with insurance companies for complex authorizations and appeals as necessary. Maintain up-to-date knowledge of industry regulations and changes affecting Complex Rehab intake processes. Documentation and Compliance Ensure that all order intake and processing activities meet compliance standards and regulatory requirements. Identify and implement process improvements to increase efficiency and compliance. Customer Service Provide expertise to the team, offering guidance on challenging orders or patient concerns. Support Customer Service and Intake teams by addressing escalated patient inquiries and troubleshooting complex order issues. Provide a positive customer experience throughout the Intake process Quality Assurance and Improvement Precept and mentor new Intake Coordinators and Customer Service Representatives, sharing best practices and training resources. Identify inefficiencies in current processes and recommend solutions to enhance operational performance. Requirements and Minimum Expectations High school diploma or equivalent required; associate's or bachelor's degree preferred Minimum of three (3) years of experience in customer service, healthcare administration, or Complex Rehab/DME intake DME and/or Complex Rehab Technology experience is strongly preferred Knowledge of insurance verification, prior authorization processes, and medical billing Proficient with computer equipment and software including, but not limited to, EMRs, customer management software, and Office 365 Proficient with office hardware including, but not limited to, a touchtone phone, keyboard, printer, etc. Excellent reading comprehension and communication skills, both verbal and written Detail-oriented and highly organized Ability to multitask and work efficiently in a fast-paced, team-oriented environment Physical Requirements Mostly sedentary, sitting or standing at a desk/computer Ability to communicate effectively over the phone and through electronic channels Able to lift/move up to 15 lbs without assistance