Order Support Specialist

Job Title

This role performs routine, production-based document review, data entry, exception handling, and medical record submission activities according to established procedures, payer requirements, and internal quality standards. The position also identifies recurring AI read issues and submits structured feedback to designated technical or operational teams for review and potential programming adjustments.

Core Competencies

Documentation Accuracy: Order entry with 95%+ accuracy and utilization of deductive reasoning skills to fill document requests as necessitated by payers.

Results Orientation: Delivers measurable performance outcomes while balancing productivity, quality, compliance, and customer experience in line with individual KPIs.

Customer & Partner Experience: Maintains strong and professional relationships with internal stakeholders while delivering timely and solution-oriented support.

Adaptability: Thrives in fast-paced and evolving environments while effectively navigating ambiguity, shifting priorities, and operational change.

Essential Responsibilities & Duties

• Review exception order entry documents that the AI tool cannot accurately read, classify, or process.
• Manually enter order information into designated systems using established workflows, job aids, payer rules, and departmental procedures.
• Compare source documents against system fields to verify accuracy, completeness, and consistency prior to submission or routing.
• Identify missing, illegible, incomplete, or conflicting documentation and route issues to the appropriate internal team for follow-up.
• Document AI exception reasons using standardized categories, notes, or disposition codes.
• Submit structured feedback regarding repeated AI recognition issues, document formatting problems, or field-mapping concerns to the appropriate system support, workflow, or management team.
• Assist with AI improvement efforts by tagging examples, validating corrected outputs, and confirming whether programmed updates improve document recognition within assigned workflows.
• Follow established instructions for manually sending medical records, clinical documentation, or supporting documents when a payer requests additional information to adjudicate or pay a claim.
• Ensure medical record submissions are completed accurately, timely, and in accordance with payer-specific requirements and internal privacy standards.
• Maintain production, quality, and turnaround-time expectations for assigned exception queues.
• Escalate unusual claim documentation issues, payer disputes, system defects, or process questions to a supervisor or designated subject matter expert.
• Protect patient, payer, provider, and company information in accordance with HIPAA, company policies, and applicable confidentiality requirements.
• Perform other related clerical, documentation, and order support duties as assigned.

Experience & Education Requirements

• High school diploma or equivalent required.
• One or more years of experience in order entry, document review, claims support, medical records, healthcare administration, or a related clerical role preferred.
• Typing speed of at least 45 wpm with 95% accuracy
• Ability to accurately read, interpret, and enter information from medical, payer, or order-related documents.
• Familiarity with insurance documentation requests, medical records submission, healthcare claims, or payer portals preferred.
• Basic understanding of HIPAA and patient confidentiality requirements.
• Proficiency with Microsoft Office, electronic document systems, order entry systems, payer portals, and workflow queues.
• Strong attention to detail, organization, and ability to follow standardized procedures.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.