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

Day/Evening/Night/Weekend

                       

Schedule

8:30am-5:00pm

                       

Job Summary

Supports Cleveland Clinic’s respiratory therapy department. Answers a high volume of calls from referral sources and patients. Manages a wide range of provider and patient requests including new referrals, orders, supplies, billing and general questions. Always represents Cleveland Clinic in a professional, caring and helpful manner. Ensures stellar and efficient patient experience while reducing financial loss and ensuring compliance

                         

Job Details

Job Responsibilities:

• Demonstrates exceptional customer service based upon the expected service behaviors included in Cleveland Clinic’s START with Heart model.
• Answers 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.
• Follows standards and guidelines for telephone etiquette and service when interacting with patients and providers over the phone.
• Meets department productivity standards including but not limited to number of calls answered, while also assuring the highest level of customer service.  Proactively reaches out to leadership when additional support is needed.
• Performs 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.
• Reviews insurance policies, and reviews and interprets clinical notes, clinical testing & procedures prior to ordering DME to assure order is appropriate per insurance guidelines. 
• Recommends appropriate respiratory supplies that will be compatible with the patient’s current equipment.   
• Assures prescriptions are received at time of initial referral with all necessary information to qualify for insurance reimbursement. 
• Verifies warranty timeframes on respiratory therapy equipment at patient’s start of care.  Assures we submit claims within warranty period to prevent controllable loss.
• Coordinates discharge between referral sources and field staff
• Educates on DME order requirements with referring providers 
• Enters and maintains confidential and accurate patient information including patient insurance, billing, and payment information.  Works closely with the Finance department on insurance and billing questions.
• Identifies, evaluates and resolves patient complaints.
• Review new patient referrals for completeness.
• Clears previous day’s routes and checks all paperwork for accuracy and completeness.
• Prepares tickets for daily routes.
• Understanding proper PPE protocol and follows handoff communication per policy.
• Encourages patient utilization of front-end technology (EMR), and provides related guidance, education and technical assistance.
• Supports and participates in process improvement efforts.
• Collaborate with Case Managers and Liaisons to coordinate and arrange required DME services for discharge in a timely manner.
• Monitors and prioritizes hospital discharges to optimize care coordination and identify high risk patients. May participate on committees and have a role in other Institute initiatives.
• Other duties as assigned 

Education:

• High School Diploma or GED required.

Complexity of Work:

• Ensures compliance with regulatory standards and patient safety initiatives
• Develops and maintains a working knowledge of current products and services, as well as Medicare and Medicaid insurance regulations.
• Develops understanding of FDA/DOT and JCAHO guidelines. 
• Working knowledge of PC window applications sufficient to input and retrieve data.
• Ability to type a minimum of 30 words per minute (assessed at time of application) or demonstrate personal computer keyboard skills is preferred. 
• Knowledge of medical terminology and DME preferred.
• Demonstrated ability to understand and interpret medical insurance information.
• A desire and commitment to provide the highest level of service, care and compassion to patients and their families.
• Excellent communication and organizational skills are essential in order to successfully communicate with a diverse patient population and workforce.
• High level of customer service experience, exemplary interpersonal skills and ability to successfully interact with patients, providers and colleagues across departments.
• Easily adapts to changing technology, policies, procedures and processes.
• Demonstrated interest in process improvement or adopting new processes and/or technology.
• The ability to work independently with minimal supervision in a fast-paced environment.
• Critical thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns.
• Demonstrated ability to switch from one task to another successfully in a fast-paced, ever changing environment.

Work Experience:

• Minimum two years of patient registration, appointment scheduling, insurance processing, customer service, or DME equipment/supply/purchasing experience.
• Previous experience in DME industry is preferred.
• Demonstrated experience in providing exceptional customer service and conflict resolution. 
• Associate’s Degree may substitute for one year of experience
• Bachelor’s Degree may substitute for the experience requirement.
   

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.

                       

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 tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.

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. 

Please review the Equal Employment Opportunity poster. 

                  

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities