Service & Intake Specialist

SERVICE & INTAKE SPECIALIST

JOB SUMMARY

We are looking for a Service & Intake Specialist who is seeking their next exciting opportunity in a complex and ever-evolving work environment In this blended role, you will utilize your exceptional customer service and phone skills to assist patients, physician’s offices and referral sources with home respiratory equipment questions and orders. Additionally, you will clean, disinfect, and functionally check medical equipment, and utilize your exceptional customer service skills to deliver and instruct on medical equipment and supplies to our valued home care customers in their place of residence. This role requires an extremely high level of responsible patient care service

We are on the hunt for someone authentic who enjoys working with a fun, creative and diverse group of people. If you are passionate about customer service and patient care and take the initiative to dive right in and help out where needed, we would like to talk to you

ABOUT US

Here at Total Respiratory, we are a fast-growing Durable Medical Equipment (DME) company that provides a wide variety of respiratory equipment, such as CPAPs/BiPAPs, oxygen concentrators, and other respiratory equipment. Total Respiratory has been the best source for respiratory medical supplies and equipment because of our superior commitment to providing our patients with the absolute best in product quality and customer care Our highly trained staff help make the best choices for patient needs, while providing friendly service and expert advice. Every effort is made to ensure the patient experience is as pleasant and efficient as possible. Total Respiratory’s mission is to meet the respiratory needs of our patients by providing the highest quality respiratory equipment, supplies and customer service. We ensure that members of our team receive ongoing education and training so that they are knowledgeable about the latest home health care technology and provide care with the highest quality service.

RESPONSIBILITIES

Intake:

• Assist patients, physician’s offices, and referral sources with home respiratory equipment questions.
• Responsible for all incoming referrals and orders for delivery and pick up (including but not limited to): patient demographics, emergency contact information, insurance information and verification, physician information, diagnosis, billing information.
• Complete verification of insurance for DME coverage and prior authorization information, (including but not limited to): deductible, effective date, and claims address.
• Complete any special instructions for billing the patient's insurance prior to the delivery.
• Work with management and Respiratory personnel to meet the patient’s needs for unusual
  equipment or supplies.
• Inform patient or patient’s caregiver of benefits (what the policy reimburses). Arrange private pay billing if required.
• Works with patients/clients to solve a variety of problems, thereby acting as a company field representative.
• Work with family or referral source and warehouse personnel on delivery and/or pick up arrangements.
• Responsible for working "Open Orders Report."
• Responsible for confirming completed work orders in a timely manner.
• Responsible for forwarding completed paperwork to the HME office manager to log equipment set-up and pick up for tracking purposes.
• Promote teamwork among co-workers, including assisting fellow office workers, as needed.
• Take “on call” time on a predetermined, rotating basis.
• Demonstrate timeliness, courtesy, sincerity, and patience when dealing with customers.
• Always market the company in a positive and professional manner, performing all job functions with Company Core Values, Mission, Vision, and Goal Statements in mind.

• Flexible attitude and willingness to take on extra tasks as necessary.

• Miscellaneous duties as assigned. This job description is not inclusive of all responsibilities and duties and can be changed by management discretion at any time.

Service:

• Safely drive and maintain company vehicles.
• Securely log and stage delivery vehicles.
• Functionally check and select ordered medical equipment and supplies.
• Prioritize and coordinate deliveries, pick-ups, and service calls in an efficient manner.
• Educate home care customers and other end users on medical equipment and supply use by covering key operating features and performing demonstrations.
• Interact with patients and customers that may be of various ages.
• Perform assessments and reassessments of each customer’s care or service needs.
• Document the customer’s response to care or services provided, the actions and interventions taken, and the outcomes of the care or services provided.
• Collect accurate patient information to support care, service, and treatment operations, which includes demographic, billing, and medical information.
• Refer service complaints and compliments to appropriate personnel.
• Participate in Improvement of Operational Performance (IOP) activities.
• Participate in traditional and e-learning programs.
• Ensure compliance with Company policies and procedures.

EXPERIENCE & QUALIFICATIONS

• High degree of integrity.
• High school diploma or equivalent required.
• Customer service experience required.
• 3 months industry related work experience and/or training; or equivalent combination of education and experience.
• Ability to demonstrate practical knowledge of cleaning techniques and processes applicable to the industry.
• Physical requirements are the following: ability to safely operate a company vehicle; stamina to maintain attention to detail despite interruptions; strength to lift and carry machinery and/or equipment weighing up to 100 pounds; ability to read printed materials, computer screens and road signs; hearing and speech to communicate in person and over the phone; manual dexterity to perform job functions and stamina to frequently sit or stand for extended periods of time.
• Must be able to work a flexible schedule, as needed.
• Must have a valid driver’s license and ability to pass driving skills test.
• Brightree knowledge is preferred, but not required.

• Exceptional verbal, written and interpersonal communication skills.
• Strong organizational and customer service skills.
• Excellent time management skills and ability to work well independently and with a team.
• Ability to cater to diverse customer base.
• Knowledge in MS Office Suite (Word, Excel, Outlook)

• Ability to demonstrate initiative, teamwork, and flexibility.
• Must be eligible to work in the United States.

SCHEDULE

• This is a full-time position that will require a 40-hour work week.
• Hours: Generally, 8:00 AM-5:00 PM, Monday-Friday.
• Overtime as needed.

Employment is contingent upon a satisfactory response from a Background Screening.

Total Respiratory and Rehab believes in the principle of and practice of equal employment opportunity. The Company is committed to providing equal opportunity in all of its employment practices, including the selection, hiring, promotion, transfer, and compensation of all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, national origin, ancestry, citizenship status, uniform service member status, marital status, pregnancy, age, medical condition (including cancer-related or HIV/AIDS-related), disability or any other protected status in accordance with the requirements of all federal, state, and local laws.