Customer Care Rep I

The Intake Specialist verifies insurance benefits, establishes initial contact with patients/caregivers, and secures payment plans as needed when a new order is received for Respiratory Health equipment. This role utilizes online payer portals and calls insurance companies to obtain all necessary information on benefits to determine coverage and payer requirements. The Intake Specialist secures information from the patients/caregivers to support medical necessity for reimbursement; reviews the prescribed therapy and its benefits, the in-home training process, the outcomes monitoring program, and the reimbursement process including financial assistance and payment plan options with the patient/caregivers while providing superior customer service.

???Perform verification of benefits to determine coverage and payer requirements
???Load all benefit information correctly to allow for clean claims and streamlined revenue
???Interview patient/caregiver to gather, confirm, and input medical, insurance and demographic information
???Assess Face to Face documentation to determine if payor requirements are met
???Assess or evaluate the risk of shipping device based on information received in the patient interview, place of service, insurance validation and Government and Commercial Insurance requirements
???Discuss patient financial liability, set-up payment plans, discuss patient financial assistance when needed and follow up on applications
???Educate the patient/caregiver on the benefits of therapy and to promote therapy adherence
???Accurately document events and communications in a timely manner
???Initiate the process for obtaining any necessary forms such as the TCR (Terms, Condition & Responsibility), ABN (Authorization of Benefits Notification) and other forms required during the training process, and Waivers
???Provide timely follow-up with patient/caregiver when needed
???Works collaboratively with multiple teams to optimize outcomes for our patients.
???Facilitate return of device when patient no longer demonstrates benefit from therapy
???Perform with the highest level of integrity, while by complying with the Global Code of Conduct, applicable work instructions, and applicable laws and regulations to enhance outcomes for our patients and their caregivers
???Work collaboratively with Sales Enablement and Account Executives to ensure healthcare team and patient needs are met and coordinate contact and in-hospital training as needed.