Patient Intake Advocate II

Job Summary:

The Patient Intake Advocate works within the Patient Intake Business Unit and is the key individual responsible for receiving and submitting orders, while ensuring they follow all applicable accreditation, compliance/regulatory processes, Inogen policy, and Payor guidelines.

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

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


* Professionally handle high volume of incoming/outgoing calls for rental orders and insurance referrals from internal and external sources to gather information for the patient onboarding process


* Responsible for validating information gathered by Customer Development Representative - DTP and communicating or resolving any deficits to include but not limited to: patient demographics, insurance information, verification of benefits, and validation that patient meets Inogen patient onboarding guidelines


* Have a basic understanding of payor specific guidelines in order to facilitate the patient onboarding of profitable new rental patients


* Responsible for communicating expectations and timeframes to new patients


* Responsible for informing patient and /or referral source where it has been identified that the patient does not meet Inogen patient onboarding guidelines


* Responsible for obtaining patient paperwork packet and auto-pay information for future process, as applicable, following all regulations and guidelines.


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


* Ensures that all patient documents are executed in accordance with HIPAA guidelines.


* Provide timely and professional follow up to patients, physician offices, and other referral sources to meet team service level expectations.


* 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.


* Have a thorough knowledge and understanding of payor specific guidelines to ensure profitable patient onboarding of new rental patients.

This includes but is not limited to: knowledge of all medical record, testing and CMN requirement for reimbursement at a payor specific level.


* Stays up to date on payor guidelines.


* Gathers required payor specific information, including but not limited to: chart notes, testing, orders, CMN.


* Responsible for review of all documents received to determine patient meets payor specific guidelines.


* Responsible for processing new rental orders to completion following Inogen and payor specific patient onboarding guidelines


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


* Collaborates...