ACU-Serve Careers

DESCRIPTION

The DME Intake Referral Specialist provides first-line communication with a variety of clients, patients, providers, and referral sources to facilitate the intake, qualification, and ordering process of durablemedical equipment (DME) and home medical equipment (HME) products, supplies, and services.

POSITION REQUIREMENTS

• Maintain a working knowledge of billing, documentation, and reimbursement guidelines
  including Medicare, Medicaid, third party and contracted payers.
• Receive and process inquiries, escalations, and referral requests by phone, fax, task, vendor portal, and email.
• Make initial contact with patients to confirm receipt of their referral.
• Enter patient demographic information into the appropriate software system, create sales order
  for equipment and supplies, obtain prior authorization, determine eligibility, and accurately file medical documentation.
• Ensure all patient referrals are processed timely and accurately to enhance patient satisfaction
  and optimize client revenue.
• Gather all necessary documentation, as it relates to payer requirements, standard operating
  procedures, and compliance programs.
• Request appropriate medical records from clients and providers and verify all necessary
  documentation is received.
• Contact patients when documentation received does not meet payer guidelines to provide
  updates and offer additional options to facilitate the referral process.
• Serve as an advisor to providers when prescribing equipment and supplies to ensure
  appropriate documentation and order requirements are met.
• Maintain accurate and detailed progress notes pertaining to all aspects of the intake process.
• Resolve client, patient, and provider concerns and questions by identifying problems and
  coordinating appropriate corrective action.
• Set up new referring providers in clients billing software system and verify licensure.
• Answer inbound calls from client phone queue and return voicemails in a professional and
  helpful manner.
• Participate in quality reviews and achieve performance results at or above the threshold
  established by leadership.
• Maintain confidentiality of patient health information and adhere to HIPAA guidelines.
• Conduct self in a manner reflecting credit on the company and actively promote and foster
  relationships.
• Provide exceptional customer service to clients, patients, and providers through friendly, caring,
  informative and professional interactions.
• Perform other duties as assigned by management.

EDUCATION

• High School diploma or GED

EXPERIENCE

• Possess in-depth knowledge of the DME/HME industry, including the intake process,
  documentation, billing, compliance, performance management and medical terminology.
• Ability to perform with a high degree of independent judgement, discretion, and confidentiality; and make complex decisions within a short period of time.
• Exceptional communication skills, both verbal and written, as well as excellent organizational skills.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Able to adapt to and work effectively in a fast paced and changing environment with multiple priorities.
• Must be able to work independently with minimal supervision and produce timely and accurate work
• Strong knowledge of computer functions and basic Microsoft Office applications.

SKILLS

• Personal Accountability – Accepts responsibility for one’s actions, decisions, performance, and behaviors as well as ensuing consequences.
• Critical Thinking and Decision Making – Utilizes tools and techniques critical to the decision making process and possesses the ability to accurately analyze situations and reach productive decisions based on informed judgment.
• Effective Communication – Ability to exchange ideas, thoughts, opinions, knowledge, and data so that the message is received and understood with clarity and purpose.
• Initiative – Ability to assess a situation and independently take action to address it; willingness to seek out work and the drive to accomplish goals.
• Interpersonal Relationships – Understanding of techniques used to develop and maintain effective relationships with others and work in a constructive and collaborative manner.
• Active Listening – Listens attentively with genuine interest to a speaker, understands what they’re saying, responds and reflects on what is being said, and retains the information.
• Planning and Organizing – Proactively plans and establishes priorities and effectively utilize both time and resources to achieve important goals and objectives.
• Teamwork – Ability to collaborate with others to achieve a common goal or complete a task in the most effective and efficient way.