DME Intake Specialist

DME Intake Specialist

Cleveland Clinic's Business Operations Center serves as a key hub for our Home Care and Hospice operations as well as many administrative and support teams. This collaborative workplace supports a wide range of caregivers, clinical professionals, and operational teams. While many positions are based within the center, numerous home-visiting rolesincluding case managers, nurses, and therapiststravel throughout the Greater Cleveland and Akron/Canton areas to deliver exceptional care directly to patients in their homes.

Supports Cleveland Clinic's respiratory therapy department by managing a wide range of providers and patient requests including new referrals, orders, supplies, billing, and broad questions. Always represents Cleveland Clinic in a professional, caring, and helpful manner

A caregiver in this position works Monday through Friday, 8:30am to 5:00pm.

A caregiver who excels in this role will:

• Demonstrate exceptional customer service based upon the expected service behaviors included in Cleveland Clinic's START with Heart model.
• Answer high volume of calls from referral sources and patients, documenting steps taken to successfully manage the call.
• Professionally investigates, triages, and resolves patient issues, using the established HEART model.
• Follow standards and guidelines for telephone etiquette and service when interacting with patients and providers over the phone.
• Meet department productivity standards including the number of calls answered, while also assuring the highest level of customer service. Proactively reaches out to leadership when additional support is needed.
• Perform all tasks related to the order intake process including, but not limited to, patient registration, insurance verification, scheduling, and ordering supplies according to department standards and guidelines ensuring accuracy and an outstanding patient experience.
• Review insurance policies, and reviews and interprets clinical notes, clinical testing & procedures prior to ordering DME to assure order is appropriate per insurance guidelines.
• Recommend appropriate respiratory supplies that will be compatible with the patient's current equipment.
• Assure prescriptions are received at time of initial referral with all necessary information to qualify for insurance reimbursement.
• Verify warranty times on respiratory therapy equipment at patient's start of care. Assure we submit claims within the warranty period to prevent controllable loss.
• Coordinate discharge between referral sources and field staff
• Educate on DME order requirements with referring providers
• Enter and maintain confidential and accurate patient information including patient insurance, billing, and payment information. Work closely with the Finance department on insurance and billing questions.
• Clear previous day's routes and checks all paperwork for accuracy and completeness.
• Encourage patient utilization of front-end technology (EMR), and provide related guidance, education, and technical assistance.
• Support and participate in process improvement efforts.
• Collaborate with Case Managers and Liaisons to coordinate and arrange required DME services for discharge promptly.
• Monitor and prioritize hospital discharges to optimize care coordination and identify elevated risk patients. May participate on committees and have a role in other Institute initiatives.

Minimum qualifications for the ideal future caregiver include:

• High School Diploma or GED.
• Minimum two years of patient registration, appointment scheduling, insurance processing, customer service, or DME equipment/supply/purchasing experience
• OR Associate's degree may substitute for one year of experience
• OR Bachelor's degree may substitute for the experience requirement.
• Knowledge of current products and services, as well as Medicare and Medicaid insurance regulations.
• Understanding of FDA/DOT and JCAHO guidelines.
• Knowledge of PC window applications sufficient to input and retrieve data.
• Excellent communication and organizational skills are essential to successfully communicate with a diverse patient population and workforce.
• Can work independently with minimal supervision in a fast-paced environment.

Preferred qualifications for the ideal future caregiver include:

• Knowledge of medical terminology and DME.
• Can type a minimum of 30 words per minute (assessed at time of application) or demonstrate personal computer keyboard skills
• Previous experience in DME industry

Physical Requirements:

• Dexterity sufficient to operate a PC and other office equipment.
• Requires extended periods of standing, walking or sitting.
• Good visual acuity through normal or corrected vision.
• Must be able to function in a fast-paced environment.
• Ability to lift and transport up to 25 pounds

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required.

Keywords: PSS, patient service specialist, customer service, patient access, durable medical equipment, RT, respiratory therapy, equipment specialist, DME