Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as the No. 4 hospital in the nation, according to the U.S. News & World Report. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

Cleveland Clinic’s Center for Connected Care is looking for a DME Intake Specialist to support the home respiratory therapy department. As a DME Intake Specialist, you will answer a high volume of calls from referral sources and patients and manage a wide range of provider and patient requests including new referrals, orders, supplies, billing and general questions. It’s vital that our DME Intake Specialists ensure stellar and efficient patient experiences, reduce financial loss and ensure compliance.

The ideal future caregiver is someone who:

• Has experience working in healthcare or with durable medical equipment.
• Thrives in a team environment.
• Acts in a professional, caring and helpful manner.
• Is self-motivated and a quick learner.

Cleveland Clinic will support you as you enhance your skills and grow your career. This position offers opportunities to work on departmental projects for process improvement and advancement to liaison or quality improvement roles.

Cleveland Clinic provides what matters most: career growth, delivering world-class care to our patients, continuous learning, exceptional benefits and working for an organization that offers many long-term career paths. Join us and experience a culture where opportunities to advance and the support to get there go hand-in-hand.

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 standards regarding 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.
• Meets compliance and organizational quality and productivity standards.
• 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 or customer service 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.