Customer Care Intake Representative II

Urology

Houston, TX

ID: 14105-128

Full-Time/Regular

By joining Numotion, you will be a part of the nation's leading provider of Complex Rehabilitation Technology. Numotion is helping thousands of people with individually configured, medically necessary mobility products and services. From manual and powered wheelchairs to disposable medical supplies that serve unique medical and functional needs, we are improving the lives of people with disabilities by enabling them to actively participate in everyday life. Maintaining our standing as the industry leader in CRT comes from having a workforce with a diverse mix of minds, backgrounds and experiences, and we are committed to cultivating an inclusive work environment based on open dialogue, active listening and ongoing definitive actions.

Job Purpose

The Customer Care Intake Representative II is responsible for providing outstanding and professional customer service to ensure efficiency and promote a positive customer experience. This role is responsible for ensuring all medical supply orders are processed accurately and quickly while aiming for customers’ needs to be met.

Key Responsibilities

• Answer incoming calls, handle incoming faxes and Triages inquiries to ensure that the appropriate person receives the call.
• Communicate with clients personalized information related to their insurance qualifications, coverage, deductibles, and any financial responsibility they might have.
• Process new orders intake; to include full and accurate insurance verifications and gross margin checks (by conducting research of related products on vendor websites).
• Requests, collects, and reviews order documents to include Certificate of Medical Necessity (CMN), Letter of Medical Necessity (LMN), and chart notes.
• Facilitate communication between the customer, third party payers, distributors, Doctors, Nurses, case managers and others to complete the customer’s initial order.
• Communicate with the MSAMs/ISRs on the status of an order. If applicable may step in and upload order files.
• Collect and process payments for out-of-pocket amounts prior to product shipment.
• Respond to customer inquiries, requests, and complaints in a timely manner while working with other staff members; Assist with escalation of customer issues.
• In coordination with the direct manager, may provide training as needed to Customer Care Representatives I.
• Assist with identifying customer trends and challenges/opportunities to develop potential alternatives to support business, operational efficiency and develop new customer opportunities.
• Stay up to date on all changes, developments and enhancements for all systems, products, and processes.
• Utilize Numotion Leadership Principles to perform the job with integrity, compliance, and values consistent with Numotion’s mission.
• Adhere to employee or customer confidentiality and comply with Numotion’s policies and federal regulations.
• The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or as deemed necessary by management.
  
  

Required Qualifications, Skills, And Experience

• High School diploma/GED required.
• Minimum three (3) years’ experience in insurance eligibility verification.
• Minimum three (3) years of experience in calculating deductibles and coinsurance for primary and secondary policies.
• Background in Medicaid, Medicare, and Private Insurance.
  
  

Preferred Competencies And Qualifications

• Associates degree in relevant field.
• Ability to work in a fast-paced environment and juggle multiple priorities.
• Ability to think quickly, assess a situation and make a sound decision.
• Solid written and verbal communication, listening, organization and priority setting skills.
  
  

Physical Work Requirements

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequent use of hands, wrists, fingers associated with using computer equipment.
• Prolonged periods of time working at a desk and/or on a computer.
• Occasionally move and reach with arms and hands.
• Ability to lift/move up to 10 pounds.
  
  

At Numotion, we offer competitive compensation packages, including medical, dental and vision insurance, short-term and long-term disability, a 401k, and life insurance. Numotion is an equal opportunity employer. We strive for a workplace that reflects the communities we serve and do not tolerate discrimination against our employees, customers, and partners regardless of ethnicity, disability, gender identity, sexual orientation, religion, age, citizenship, marital or veteran status. Numotion is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.