Patient Intake Advocate II

Job Summary:

The Patient Intake Advocate works within the Patient Intake Business Unit and is the key individual responsible for receiving and submitting orders, while ensuring they follow all applicable accreditation, compliance/regulatory processes, Inogen policy, and Payor guidelines. This includes a completion of the appropriate patient file within database systems, review of medical documentation, procuring payment information, and obtaining patient supplied documents. This in-office role is based out of Charlotte, North Carolina.

Responsibilities (Specific tasks, duties, essential functions of the job)

• Professionally handle high volume of incoming/outgoing calls for rental orders and insurance referrals from internal and external sources to gather information for the patient onboarding process
• Responsible for validating information gathered by Customer Development Representative - DTP and communicating or resolving any deficits to include but not limited to: patient demographics, insurance information, verification of benefits, and validation that patient meets Inogen patient onboarding guidelines
• Have a basic understanding of payor specific guidelines in order to facilitate the patient onboarding of profitable new rental patients
• Responsible for communicating expectations and timeframes to new patients
• Responsible for informing patient and /or referral source where it has been identified that the patient does not meet Inogen patient onboarding guidelines
• Responsible for obtaining patient paperwork packet and auto-pay information for future process, as applicable, following all regulations and guidelines.
• Ensures Inogen’s compliance with all state and federal regulations.
• Ensures that all patient documents are executed 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, while collaborating with teammates to maintain required SLAs and performance metrics, with appropriate attention to detail and quality standards.
• Have a thorough knowledge and understanding of payor specific guidelines to ensure profitable patient onboarding of new rental patients. This includes but is not limited to: knowledge of all medical record, testing and CMN requirement for reimbursement at a payor specific level.
• Stays up to date on payor guidelines.
• Gathers required payor specific information, including but not limited to: chart notes, testing, orders, CMN.
• Responsible for review of all documents received to determine patient meets payor specific guidelines.
• Responsible for processing new rental orders to completion following Inogen and payor specific patient onboarding guidelines
• Utilizes subject matter expertise to resolve complex technical and business processes and responsibilities.
• Collaborates 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.
• Must possess good time management skills, with the ability to prioritize and multi-task.
• Must be 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 (Experience and Education)

• Associates degree in Communications, Healthcare Management or related field, preferred.
• 1-3 years’ of 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.