Landmark Infusion is seeking an Infusion Intake Coordinator to join our growing team. This position requires the employee to work in-office in Irving, TX with a schedule being Monday through Friday 9am to 6pm. The Intake Coordinator is responsible for coordinating the admission and ongoing support of patients receiving home infusion therapies through Landmark Infusion. This role works closely with internal team members, including Reimbursement Specialists and Client Relations Directors, to ensure timely communication regarding patient status, insurance coverage, and service initiation.
The Intake Coordinator serves as a primary point of contact for patients, caregivers, referral sources, and healthcare providers, ensuring all parties remain informed throughout the patient care process. Responsibilities include facilitating patient onboarding, collecting copayments and other patient financial obligations, coordinating required documentation, and supporting adherence to the patient's plan of care.
The ideal candidate demonstrates a strong sense of urgency, exceptional organizational skills, and a commitment to providing outstanding customer service. Success in this role requires effective communication, attention to detail, and consistent follow-through to ensure a seamless experience for patients, referral partners, and internal stakeholders.
JOB RESPONSIBILITIES:
- Provide excellent customer service to patients/families/caregivers and other healthcare providers focusing on patient centered care and safety.
- Provides patient financial counseling to set payment expectations, collect patient responsibility, and establish payment plans as needed.
- Responsible for monitoring and updating infusion queues with referral status to ensure patients are tracked for timely delivery from clinic or acute care settings to home.
- Communicated heavily on the phone with patients using a high level of customer service.
- Works collaboratively with Sales Team and patient Educators to ensure efficient discharge and start of care.
- Effectively communicates to educate patients and caregivers about Landmark infusion pharmacy and skilled nursing services.
- Provide customer service and answer patient questions regarding insurance coverage, copays, billing, and payment options.
- Review authorizations and payer requirements to ensure services are covered.
- Reviews the patient account to identify needed medical documentation and notifies Sales Team with request to obtain additional information.
- Verifies Physician information at the initiation of the referral (NPI, PECOS, licensure).
- Assists in coordinating simultaneous services to be provided by the company, including home infusion pharmacy and skilled nursing services.
- Coordinates and establishes external skilled nursing services as needed.
- Maintains confidentiality of patient and proprietary information and follows federal, state, and regulatory guidelines.
- Follows company policy/procedure guidelines and continues professional growth/development through participation in continuing education programs as well as participates with process improvement developments.
- Assists other departments and performs other duties as assigned.
EDUCATION/EXPERIENCE:
· Experience working in a position with a high call volume is needed.
· Must live in the DFW area and be able to commute to Irving, TX Monday through Friday.
· Experience working in a position with collecting payments is preferred.
· Must possess knowledge of insurance benefits, copays, deductibles, and reimbursement processes.
· Must have a positive, can-do attitude and strong customer service skills
· Must have ample phone call experience
· Working knowledge of medical terminology
· Bilingual is a plus
· High school diploma or equivalent is required
· Computer Proficiency – MS Office
· Excellent verbal and written communications skills
· Meets all productivity requirements
· Ability to work independently in a team environment
· Prolonged sitting and some standing required. Occasional need to lift, pull, carry and push items weighing up to 50 pounds.
· Work directly with our revenue cycle management team
· Experience with Office, Availity, Caretend, and Citus is a plus
Job Type: Full-time
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Job Type: Full-time
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Customer service: 2 years (Required)
- healthcare/pharmacy: 2 years (Required)
Ability to Commute:
- Irving, TX 75063 (Required)
Work Location: In person
