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.

• 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 time frames 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

• 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

• 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

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