Patient Intake Advocate II

Job Summary:

The Patient Intake Advocate Part Time 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.

This is a part time role.

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 r...