Intake Specialist presso Friesen Group Inc

Description

Leading Through Mission & Values

• Keeping the organization’s mission, and values at the forefront of decision making and action.

Customer Communication and Responsibilities

• 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.

Intake Coordination

• Ensure that intakes are timely and accurate. 
• Ensure that appropriate internal departments or outside agencies have the necessary information to assure smooth coordination of care for patients. 
• Responsible for new intake information for securing benefits and authorization information prior to start of therapy. 
• Complete software Insurance Verification queue for private insurance.
• Escalate concerns through appropriate chain of command. 
• Independently verify that documentation qualifies patient for ordered services.
• Document all conversation and correspondence with referral sources, as they occur & in Teams.
• Thorough understanding of BT and insurance verification platforms.

Intake Process

• Notify patient of patient financial responsibility, as well as protocol for set-up and service expectations. 
• Document payment plan and collect at least the 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. 
• Initiate prior authorization, as required by payor, and document in software. 

Other Responsibilities

• Answer phones in a timely manner, addressing customer concerns immediately, escalate along chain of command as appropriate.   
• Report all software and hardware (i.e., printers, fax machines, copy machine) issues to IT.
• Schedule patient appointments as needed.
• Act as a resource for Intake I personnel and notify appropriate lead or branch manager of any ongoing education needed.

Requirements

Experience

• 1-year prior work experience in a medical setting.
• Understanding of insurance authorization and reimbursement. 
• Excellent Customer Service experience.
• Preferred Knowledge of HCPC codes
• Preferred 2 or more years working in a direct patient role within a medical setting.
• Preferred 1-year prior work experience in HME

Education

• High School Diploma or equivalent
• Preferred Medical terminology class completion

Special Skills

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