• Accurately enters referrals within allotted timeframe as established; meeting productivity and quality standards as established • Communicates with referral sources, physician, or associated staff to ensure documentation is routed to appropriate physician for signature/completion • Works with leadership to ensure appropriate inventory/services are provided • Communicates with patients regarding their financial responsibility, collects payment and documents in patient record accordingly • For non-Medicaid patients communicate with patients • Responsible for reviewing medical records for non-sales assisted referrals to ensure compliance standards are met prior to a service being rendered • Follows company philosophies and procedures to ensure appropriate shipping method utilized for delivery of service • Answers phone calls in a timely manner and assists caller • Reviews medical records for non-sales assisted referrals to ensure compliance standards are met prior to a service being rendered • Demonstrates expert knowledge of payer guidelines and reads clinical documentation to determine qualification status and compliance for all equipment and services • Works with community referral sources to obtain compliant documentation in a timely manner to facilitate the referral process • Contacts patients when documentation received does not meet payer guidelines, provide updates, and offer additional options to facilitate the referral process • Works with sales team to obtain necessary documentation to facilitate referral process, as well as support referral source relationships • Must be able to navigate through multiple online EMR systems to obtain applicable documentation • Works with insurance verification team to ensure all needs are met for both teams to provide accurate information to the patient and ensure payments • Assume on-call responsibilities during non-business hours in accordance with company policy • Supervise and provide guidance to team members in daily operations and complex case resolution • Lead team meetings and facilitate training sessions for staff development • Monitor team performance metrics and productivity standards, providing feedback and coaching as needed • Serve as primary escalation point for difficult customer issues and complex regulatory compliance questions • Develop and implement process improvements and workflow optimization strategies • Coordinate with management on staffing needs, scheduling, and resource allocation • Conduct new employee onboarding and ongoing training programs • Maintain advanced expertise in Medicare guidelines, payer policies, and regulatory changes to guide team decisions • Prepare reports and analysis on team performance, trends, and operational metrics for management review • Maintains patient confidentiality and functions within the guidelines of HIPAA