Patient Intake Coordinator

1 month ago


Charlotte, North Carolina, United States Inogen Full time
Job Summary:

The Patient Intake Advocate plays a crucial role in the Patient Intake Business Unit, responsible for receiving and submitting orders while ensuring compliance with accreditation, regulatory processes, Inogen policy, and payor guidelines. This includes completing patient files within database systems, reviewing medical documentation, obtaining payment information, and verifying patient-supplied documents.

Key Responsibilities:
  • Handle high-volume incoming and outgoing calls for rental orders and insurance referrals to gather information for the patient onboarding process.
  • Validate information gathered by Customer Development Representatives and communicate or resolve any deficits, including patient demographics, insurance information, and verification of benefits.
  • Have a basic understanding of payor-specific guidelines to facilitate profitable new rental patient onboarding.
  • Communicate expectations and timeframes to new patients.
  • Inform patients and/or referral sources when they do not meet Inogen patient onboarding guidelines.
  • Obtain patient paperwork packets and auto-pay information for future processing, following all regulations and guidelines.
  • Ensure Inogen's compliance with state and federal regulations.
  • Execute patient documents in accordance with HIPAA guidelines.
  • Provide timely and professional follow-up to patients, physician offices, and other referral sources to meet team service level expectations.
  • Manage multiple work lists and responsibilities by monitoring volumes and aging, collaborating with teammates to maintain required SLAs and performance metrics.
  • Have a thorough knowledge and understanding of payor-specific guidelines to ensure profitable patient onboarding of new rental patients.
  • Stay up-to-date on payor guidelines.
  • Gather required payor-specific information, including chart notes, testing, orders, and CMN.
  • Review all documents received to determine patient meets payor-specific guidelines.
  • Process new rental orders to completion following Inogen and payor-specific patient onboarding guidelines.
  • Utilize subject matter expertise to resolve complex technical and business processes and responsibilities.
  • Collaborate to develop and improve work instructions, workflows, and learning aids for continuous team growth.
  • Maintain regular and punctual attendance.
  • Comply with all company policies and procedures.
  • Assist with any other duties as assigned.
Knowledge, Skills, and Abilities:
  • Excellent verbal and written communication skills required.
  • Good time management skills, with the ability to prioritize and multi-task.
  • Detail-oriented and analytical to ensure documentation is being assessed properly.
  • Experience with CRM platforms, preferably Salesforce, Oracle, and/or Brightree preferred.
  • Work experience or knowledge of the healthcare industry, preferably specific to Medicare or prescription guidelines.
Qualifications:
  • Associates degree in Communications, Healthcare Management, or related field, preferred.
  • 1-3 years' experience reviewing documentation for Medicare Oxygen/DME Billing, Insurance Billing, or prescription requirements, required.
  • Experience working with Medical Sales personnel, required.
  • Intermediate knowledge/proficiency in Microsoft Office, Salesforce, Oracle, and/or Brightree, required.
  • A combination of training, education, and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.


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