Client Support & Operations Specialist

at  InTouch Med Supply

THE COMPANY:

InTouch Med Supply is an accredited, national supplier of urologic, ostomy, and wound care products to Medicare, Medicaid, and private insurers in both the adult and pediatric populations. Removing the traditional challenges associated with at-home supply ordering, InTouch partners with providers and payors to eliminate care gaps. The InTouch team has over 150 years of combined healthcare experience and are experts in providing exceptional standards of care.

REQUIREMENTS:

• High school diploma or equivalent with additional college preferred.
• 3+ years prior office experience required.
• Prior knowledge of the medical field is desirable but not necessary.
• Prior experience in processing health insurance claims is strongly preferred.
• Good verbal and written communication skills.
• Excellent telephone skills and an ability to interact with clients.
• High attention to detail and data entry.
• Ability to be flexible in work assignments throughout the day.

THE ROLE:

The Client Support & Operations Specialist will help manage all operational aspects of client accounts and assists clients in making decisions regarding the medical equipment, services and supplies clients will receive. Duties will include client communication, providing product information, data entry, and verifying payment source or coverage criteria. This specialist will also be responsible for creating and assembling client files and records, verifying proof of delivery and other duties as assigned.

RESPONSIBILITIES:

• Assists by identifying needed equipment and supplies and instructing clients in the safe and proper use, including maintenance.
• Receives referrals and orders by telephone or fax and prepares all necessary paperwork to create and assemble client files and records and create initial orders.
• Review, prepare and maintain all documentation to be included as part of the client file.
• Process documents and upload all necessary paperwork related to the client file included but not limited to: Demographics, medical records, authorizations, detailed written orders (RX) and other miscellaneous documents.
• Answer inbound calls for reorders and assist clients and providers as needed with general questions, obtain additional clinical information, demographics, orders or payor information.
• Review, collect and enter insurance coverage for proper entry and verification.
• Contact physicians, when necessary, to clarify orders received with respect to prescribed home medical equipment, services and supplies.
• Verify Proof of Delivery documents and calls to clients receiving products.
• Review exception reports related to job function and segment to ensure accuracy and compliance with standards.
• Collect payments from clients who obtain equipment or supplies with financial responsibility.
• Review documentation requests and provide necessary documentation in a timely manner.
• Other duties as assigned.