Facilitates the admission process ensuring that the level of treatment and clinical service is appropriate to all patient needs.  Follows the portal admission process from demos to delivery ensuring the best possible patient experience.

ESSENTIAL JOB FUNCTIONS

·   Receives and responds to incoming requests from THO portal, referral sources, health agencies, account managers and exchanges information to identify the organization’s ability to meet the needs of the patient

·   Verifies all demographic information including delivery address, phone number, size, attending physician and identifies the payor source and verifies eligibility. 

·   Identify the delivery frequency and set up a template.

·   Speaks with the patient or caregiver to identify appropriate monthly needs and amounts.

·   Send required paperwork to the physician office for approval of monthly amount, length of service, supporting diagnosis, NPI # and signature.

·   Contacts referral sources to advise of referral status.

·   Assists referral sources and/or patients with alternative community resources or equipment providers when THO is unable to meet the needs of the referral source or patient.

·   Documents and routes all calls in a manner consistent with the organization’s policies and procedures.

·   Conducts courtesy follow-up calls as required by THO policy and procedure.

·   Follows up with physician’s office to ensure all required paperwork is returned.

·   Ensures the required information is received from the physician’s office.  Once verified, log the information into the computer and release the items for delivery or send for authorization according to insurance specification.

·   Once paperwork is returned and correct, obtains initial authorization from insurance company as needed per insurance requirements.

·   Collaborates with the Intake management team, account managers, referral source and patients to identify potential solutions as problems are identified.  Monitor and track correspondence from referral sources to ensure satisfaction standards.

·   Communicates customer service issues to management as appropriate.

·   Participate in traditional and e-learning programs.

·   Ensure compliance with Company policies and procedures.

·   Collaborate effectively with other company employees, managers, and departments.

·   Perform all job functions with Company Mission, Vision, Values in mind.

·   All other duties as assigned.