DME Intake Specialist at Cleveland… · Business…

DME Intake Specialist

Location: Business Operations Center

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

Job Title

DME Intake Specialist

Location

Independence

Facility

Business Operations Center

Department

HC Home Resp Therapy-Center for Connected Care

Job Code

B99929

Shift

Days

Schedule

8:30am-5:00pm

Job Summary

Job Details

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 roles—including case managers, nurses, and therapists—travel 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

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster.

Cleveland Clinic is pleased to be an equal employment opportunity employer.