DME Intake Coordinator II

Nation's Home Medical Equipment is seeking an Intake Coordinator II! The ideal candidate will bring a blend of DME expertise, administrative prowess, and a strong commitment to patient care. This role is a vital part of a compassionate team dedicated to improving patients' lives in a supportive work environment where employees have the chance to truly make a difference in the patient care journey.

Position Summary

The DME Intake Coordinator II is responsible for managing the full intake process for complex durable medical equipment (DME) 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 DME 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 DME 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 in specific DME areas 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 DME intake
• Proficiency with computer software including, but not limited to, EMRs, customer management software, and Office 365
• Proficiency with office hardware including, but not limited to, a touchtone phone, keyboard, printer, etc.
• Excellent communication skills, both verbal and written
• Detail-oriented and highly organized
• Ability to multitask and work efficiently in a fast-paced, team-oriented environment
• Knowledge of insurance verification, prior authorization processes, and medical billing

Job Type: Full-time

Pay: $22.00 - $28.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Free parking
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Paid training
• Referral program
• Vision insurance

Work Location: In person

Salary : $22 - $28