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 completion of the appropriate patient file within database systems, review of medical documentation, procuring payment information, and obtaining patient supplied documents.
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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.
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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.
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Have a basic understanding of payor specific guidelines in order to facilitate the patient onboarding of profitable new rental patients.
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Responsible for communicating expectations and timeframes to new patients.
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Responsible for informing patient and /or referral source where it has been identified that the patient does not meet Inogen patient onboarding guidelines.
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Responsible for obtaining patient paperwork packet and auto-pay information for future process, as applicable, following all regulations and guidelines.
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Ensures Inogen’s compliance with all state and federal regulations.
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Ensures that all patient documents are executed in accordance with HIPAA guidelines.
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Maintain regular and punctual attendance.
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Comply with all company policies and procedures.
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Assist with any other duties as assigned.
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Excellent verbal and written communication skills required.
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Must possess good time management skills, with the ability to prioritize and multi-task.
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Must be detail-oriented and analytical to ensure documentation is being assessed properly.
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Experience with CRM platforms, preferably Salesforce, Oracle, and/or Brightree preferred.
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Work experience or knowledge of the healthcare industry, preferably specific to Medicare or prescription guidelines.
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High School diploma or equivalent, required.
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0-1 years of experience reviewing documentation for Medicare Oxygen/DME Billing, Insurance Billing, or prescription requirements, required.
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Experience working with Medical Sales personnel, preferred.
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Intermediate knowledge/proficiency in Microsoft Office, Salesforce, Oracle, and/or Brightree, preferred.
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A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.