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Role Description

This role involves providing first-line communication with a variety of patients, referral sources, and clinicians to facilitate ordering and delivery of durable medical equipment (DME) products, supplies, and services.

• Ensure all patient information is processed timely and accurately to enhance patient satisfaction and optimize revenue.
• Receive inquiries and orders by telephone, fax, and email.
• Gather all necessary documentation, as it relates to payer requirements, standard operating procedures, and compliance programs.
• Communicate with Equip clinical staff and referral sources regarding deficiencies in documentation to meet the coverage criteria of ordered equipment and supplies.
• Request needed documentation via email, in-basket messaging, phone calls, or other agreed-upon methods of communication.
• Resolve customer concerns, questions, and complaints regarding sale orders as able, or refer complaints to the Equip clinical staff if unable to resolve.
• Anticipate patient needs for timely setup of equipment or delivery of supplies and respond quickly to complete the intake process.
• Create new patient accounts in the Equip computer system, accurately entering all demographic information, ordering physician, and insurance information.
• Obtain needed medical records to support physician orders, verify insurance, obtain and log any prior authorizations and prescriptions, and initiate an ABN as needed.
• Notate all intake information in the Equip patient account.
• Notify clinical staff when intake