Order Intake Quality Advocate Lead

Job Summary:

The Order Intake Quality Advocate works within the Order Intake Business Unit and is the key individual responsible for reviewing orders submitted by the Sales department to ensure they follow all applicable accreditation, compliance/regulatory processes, Inogen policy, and Payor guidelines.

This includes a review of the appropriate patient file within database systems, medical documentation, payment information, and patient supplied documents.

Responsibilities (Specific tasks, duties, essential functions of the job)

Order Intake Quality Advocate I


* Conduct internal order reviews from various Inogen teams, or via online order requests, to ensure all documentation required for order type are attached, accurate, and acceptable per Inogen’s policies and procedures.


* Make recommendations to improve quality, workflow processes, policies and procedures to enhance the order review process by decreasing processing time and increasing quality.


* Manage multiple work lists and responsibilities by monitoring volumes and aging, while collaborating with teammates to maintain required SLAs and performance metrics, with appropriate attention to detail and quality standards.


* Provide constructive feedback for order rejections when files are found to be unacceptable.


* Process requests for order corrections or reviews


* Follows HIPAA and company standards while interacting with patients, doctors, and other staff by practicing the highest level of support.

This may include inbound or outbound calls, as well as processing credit card payments.


* Ensures Inogen’s compliance with all state and federal regulations.


* Ensures that appropriate medical records are maintained according to HIPAA guidelines.


* Maintain regular and punctual attendance.


* Comply with all company policies and procedures.


* Assist with any other duties as assigned.

Order Intake Quality Advocate II

In addition to items listed for Order Intake Quality Advocate I, an Order Intake Quality Advocate II may also be responsible for the following.


* Performs quality assurance reviews of team member’s files and provides feedback as appropriate.


* Assists in handling disputes, escalations, and complex issues in an appropriate and timely manner.


* Participates in training new employees as well as recurrent training for existing employees.


* Utilizes subject matter expertise to resolve complex technical and business processes and responsibilities.


* Collaborates to develop and improve work instructions, workflows, and learning aids for continuous team growth.


* Runs daily/weekly reporting to track any non-booked orders, productivity, rejection trends, or other team function reporting.


* Participates in high level projects and various assignments as required.


* Demonstrates leadership skills by maintaining professional outlook and positive attitude

Order Intake Quality Advocate Team ...