Customer Service Rep - Intake Specialist

Customer Documentation Specialists handle non-routine tasks that include, but are not limited to: researching duplicate documents, researching send fails, manual faxes, requesting documents for pre-payment review and

payer audits, handling assist line calls and performing quality reviews. Supports both the Customer Documentation and Document Review Teams when requested.

ESSENTIAL DUTIES

Telephones physician’s offices or the patients at home in order to obtain signed physician orders. Makes initial calls and possibly multiple follow-up calls to the same physician or patient to facilitate receiving the documentation in a timely manner. Determines physician orders that may not be received and refers these to

supervisor.

Service inbound and outbound phone calls with physician’s office for documentation retrieval.

Process documentation renewals requests and process manual physician’s requests.

Review inbound/outbound documents for compliance with all requirements.

Faxes/mails appropriate documentation for the physician or patient to sign. Follows up with additional

faxes/mailings as needed.

Updates system records appropriately and maintains appropriate level of communication and confidentiality.

Expedites service in situations requiring urgent attention as determined by management.

Trains new hires

Works independently and/or collaboratively to expediently answer inquiries and resolve issues within regulatory and Company requirements to ensure customer retention and satisfaction, escalating issues

whenever appropriate.

Performs all other duties as assigned, which may vary at any time with or without notice.

HCD VALUES
• Must demonstrate the HCD Value Inspire-A high performing team united by a common purpose.
• Must demonstrate the HCD Value Innovate-To relentlessly collaborate and improve.
• Must demonstrate the HCD Value Be Compassionate-By always being kind, caring and respectful.
• Must demonstrate the HCD Value Show Gratitude-By honoring our teammates, partners & customers.
• Must demonstrate the HCD Value Act Boldly-through dreaming big and moving with courage.

Competencies
• Able to speak distinctly and communicate in an upbeat manner effectively via telephone; professional, results oriented communication skills, and able to maintain rapport while achieving results as needed.
• Able to complete tasks in specified time frame.
• Able to enter documentation of services provided into computer system.
• Able to multi-task and work successfully in a fast-paced environment, including being able to adapt readily to frequent changes in procedure and priorities.
• Demonstrates excellent time-management and organizational skills as well as strong attention todetail.
• Demonstrates familiarity with medical insurances, including Medicare and Medicaid.
• Demonstrates strong keyboarding skills and proficiency with Microsoft Office; able to quickly learn new software applications.

EDUCATION/EXPERIENCE
• High School Diploma and/or GED required; Associates in general studies preferred; One or more years of experience in medical claims/billing/collections, medical office front desk, or patient accounts preferred. Experience in a DME environment a plus.
• Must meet all requirements of CDR-I & CDR-II

Physical Requirements
• Must be able speak and listen to customers and teammates using company provided phone.
• Requires long periods of sitting using a headset or internet phone
• Must be able to type and enter information into computer programs