Patient Intake Advocate Team Lead (97089)

Inogen, Inc Richardson , TX 75080

Posted 2 months ago

ABOUT INOGEN Inogen was founded in 2001 to improve quality of life and increase freedom and independence for oxygen therapy users. Inogen is innovation in oxygen therapy. The Inogen mission is to improve freedom and independence for oxygen therapy patients through innovative products and services. Inogen is a manufacturer and Accredited Homecare Provider.

Inogen is focused on quality care, continuous improvement, and outstanding customer satisfaction. We are a stable, USA based company dedicated to providing an exciting and rewarding career to our employees. We completed a successful Initial Public Offering on the NASDAQ in 2014 and have demonstrated substantial growth over the last five years. Our work environment is casual yet high performing, and we are looking for seriously talented, motivated, and fast-paced professionals to join our team.

JOB DESCRIPTION

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.

Key Competencies:

  • 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.

  • Maintain regular and punctual attendance.

  • Comply with all company policies and procedures.

  • Assist with any other duties as assigned.

  • 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.

  • Performs quality assurance reviews of team member's files and provides feedback as appropriate.

  • Assists in handling disputes, escalations, and complex issues in an appropriate and timely manner.

  • Participates in training new employees as well as recurrent training for existing employees.

  • Make recommendations to improve quality, workflow processes, policies and procedures to enhance the order review process by decreasing processing time and increasing quality.

  • Manages processing of requests for order corrections or reviews, including daily KPI and Metrics reporting.

  • Monitors call handling metrics and standards to ensure customer support and customer satisfaction.

  • Responsible for handling complex issues and de-escalating patient calls.

  • Ensures the team follows HIPAA and company standards while interacting with patients, doctors, and other staff by practicing the highest level of support. This may include inbound or outbound calls.

  • Responsible for daily/weekly reporting to track any non-booked orders, productivity, rejection trends, or other team function reporting.

  • Participates in high level projects and various assignments as required.

Do you possess these 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.

Requirements:

  • Associates degree in Communications, Healthcare Management or related field, preferred.

  • 3+ years' of experience reviewing documentation for Medicare Oxygen/DME Billing, Insurance Billing, or prescription requirements, required, required

  • 2+ years customer service experience, required.

  • Intermediate knowledge/proficiency in Microsoft Office, required.

  • 2+ years de-escalation and quality assurance, preferred.

  • 1+ years' experience working with Medical Sales personnel, preferred

  • A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.

WHY INOGEN Inogen is a dynamic company that is not only focused on quality care of patients, but is also committed to being a top employer. Each of Inogen' s offices have a casual culture that supports employees being responsible and developing professionals.

We offer competitive salaries and a robust benefit package:

  • Employee Stock Purchase Plan 401 (K) plan available for all employees Health, dental, vision insurance Flexible spending accounts and wellness discount program Life Insurance Long Term Disability Robust paid time off and 8 paid holidays Employee Assistance Program

See the Inogen Team in action:

https://www.youtube.com/watch?v=dKoTMeJf5J4

Inogen Where we go to work hard to positively impact people's lives

Inogen is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster and its supplement are available here: http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm; http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf. The pay transparency policy is available here: http://www.dol.gov/ofccp/pdf/EO13665_PrescribedNondiscriminationPostingLanguage_JRFQA508c.pdf.

Inogen is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to recruiting@inogen.net or call (972) 616-5668 and let us know the nature of your request and your contact information.


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