CSR - Patient Intake Specialist

Job Description

Job Description

POSITION SUMMARY

The CSR - Intake Specialist owns the timely and accurate progression of assigned patient orders from referral through an intake-ready, reimbursable status. This is a production and accountability role, not simply a paperwork position. The Specialist is expected to know the status of assigned work, identify what is preventing an order from moving, take the next required action, follow through until the barrier is resolved, and escalate issues that cannot be resolved independently. Success requires urgency, attention to detail, persistence, professional communication, and disciplined use of established workflows while protecting patient service, documentation quality, payer requirements, reimbursement integrity, HIPAA, and compliance.

PRIMARY ACCOUNTABILITY

Own the assigned order pipeline: move each order forward accurately and promptly, obtain missing information, prevent avoidable delays, and produce complete, compliant, reasonably collectible orders within established productivity and turnaround standards.

ESSENTIAL DUTIES & RESPONSIBILITIESOrder Ownership & Throughput

• Take personal ownership of assigned referrals and orders from receipt through completion of the Intake process.
• Work assigned queues throughout the day and maintain clear visibility into what is complete, what is pending, and what action is required next.
• Meet established individual productivity, turnaround-time, aging, and quality expectations; respond promptly when work falls behind.
• Prioritize work based on patient need, order age, required documentation, authorization status, payer requirements, and operational urgency.
• Do not allow an order to remain stalled without a documented next action, follow-up date, or appropriate escalation.

Documentation, Eligibility & Reimbursement Readiness

• Verify insurance coverage requirements and gather the documentation necessary to support compliant, reimbursable orders.
• Request and follow up on prescriptions, assignments of benefits, CMNs, letters of medical necessity, clinical documentation, and other required information.
• Process prior authorizations when required and track them through resolution.
• Create and maintain accurate orders and patient records for Medicare, Medicaid, and commercial payers.
• Identify documentation or payer issues that could result in preventable denials, write-offs, rework, or delayed service and address them before the order advances.

Follow-Through & Problem Solving

• Communicate professionally and persistently with patients, physician offices, referral sources, payers, and internal departments to obtain needed information.
• Use available information and established procedures to solve routine problems rather than allowing incomplete work to accumulate.
• Escalate recurring or unresolved barriers with a concise description of the issue, actions already taken, and what is needed to move the order forward.
• Follow through on commitments and callbacks; close the loop rather than assuming another person or department will do so.

Patient Service & Team Execution

• Provide clear, respectful, and responsive service to patients while maintaining appropriate urgency and ownership.
• Coordinate delivery, setup, pickup, supplies, or services as required by the established workflow.
• Maintain accurate progress notes, including physician, diagnosis, insurance, authorization, and documentation updates.
• Work effectively with teammates and other Kubat departments while remaining accountable for the work personally assigned.
• Maintain regular and reliable attendance and support team coverage as required.

PERFORMANCE MEASURES

• Individual order/referral productivity against established standards.
• Turnaround time and aging of assigned work.
• Percentage of assigned orders with a current, documented next action and timely follow-up.
• Order and documentation accuracy; preventable rework and error rates.
• Preventable denial/write-off exposure attributable to Intake errors or incomplete documentation.
• Reliability, attendance, responsiveness, and demonstrated ownership of assigned work.

QUALIFICATIONSRequired

• Demonstrated success in a high-volume, deadline-driven, production, transactional, administrative, customer-service, or similar environment where individual work output was measured.
• Evidence of personal accountability for completing assigned work accurately and on time rather than relying on others to manage follow-up.
• Strong organization, prioritization, follow-through, and problem-solving skills.
• Comfort working from queues, worklists, dashboards, reports, or other visible measures of individual performance.
• Clear verbal and written communication skills and the ability to be professionally persistent when information is missing.
• Ability to learn and consistently apply payer, documentation, reimbursement, privacy, quality, and process requirements.
• High school diploma or equivalent; proficient computer and keyboarding skills.

Preferred

• Healthcare, DME/HME, respiratory, medical supply, pharmacy, insurance, prior-authorization, billing, or other regulated-industry experience.
• General understanding of ICD-10 coding, Medicare, Medicaid, commercial insurance, or reimbursement requirements.
• Prior intake, billing, order-processing, claims, scheduling, referral-management, or authorization experience.
• Experience with Brightree or a comparable workflow, CRM, EMR, or order-management system.

KEY COMPETENCIES

Accountability • Urgency • Follow-Through • Productivity • Attention to Detail • Problem Solving • Professional Persistence • Organization • Patient Service • Reimbursement Awareness • Teamwork • Compliance Discipline

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

• Ability to perform extended periods of computer and keyboard work and to operate required office equipment and software.
• Regularly required to sit, use hands, reach, talk, and hear; occasionally required to stand, walk, stoop, kneel, crouch, or crawl.
• Must occasionally lift and/or move up to 25 pounds.
• Schedule is generally Monday-Friday and is subject to change based on business needs.

KUBAT HEALTH CARE IS AN EQUAL OPPORTUNITY EMPLOYER

Job Posted by ApplicantPro