About the role
The Order Intake Specialist II serves as an advanced operator within the Order Intake team, supporting patients, providers, and internal teams by ensuring accurate, compliant, and timely processing of DME prescriptions.
This role handles more complex patient situations, escalations, and specialty workflows while owning specific provider organizations and contributing to cross-functional improvement efforts. As a senior member of the intake function, this role sets the standard for professional communication, problem-solving, and patient-first service.
Duties & responsibilities
- Prescription processing: Collaborate with physicians, clinical teams, and patients to validate, prepare, and process DME prescriptions.
- Patient support: Provide direct patient care through initial outreach calls, inbound support, proactive shipment tracking, insurance coverage guidance, and detailed product education.
- Escalation & de-escalation: De-escalate complex or emotionally charged patient situations using strong communication and problem-solving skills.
- Provider relations: Communicate directly with providers regarding compliance issues, medical record addendums, and missing elements within prescriptions.
- Payor & insurance operations: Perform prior authorizations, verify insurance eligibility, and process referrals with outside suppliers and payors.
- Specialty expertise: Maintain advanced catheter and product knowledge, including HCPCS codes, lubrication types, materials, and specialty-specific clinical needs.
- Internal leadership: Serve as a subject matter expert for teammates; assist in locating product samples and mentoring staff through complex specialty inquiries.
- Account ownership: Own a dedicated region or provider organization, driving strong provider and patient satisfaction metrics.
- Continuous improvement: Identify trends, recurring operational gaps, and process bottlenecks within assigned accounts; present actionable findings cross-functionally.
- Systems & documentation: Accurately utilize EMRs, Nuclino, and internal platforms in accordance with operational procedures.
- Escalation management: Adhere strictly to escalation pathways (ticketing systems for non-urgent tasks/trends; Slack for urgent operational escalations).
- Compliance & special projects: Meet all organizational standards (HR trainings, self-reviews, attendance, data security/HIPAA) and support ad-hoc departmental projects.
Who you are
- Experience: Prior background in pharmacy technician work, medical assisting, surgery scheduling, or healthcare operations preferred. Experience in urology or DME operations is a major plus.
- Communication: Exceptional verbal and written communication skills with the ability to convey warmth, clarity, and empathy.
- Technical aptitude: Confident navigating EMRs, task management platforms (e.g., Asana), and multi-system digital workflows.
- Problem solver: Strong critical thinking, de-escalation, and conflict-resolution abilities.
- Autonomy & ownership: Self-starter capable of managing priorities independently while driving results and meeting productivity targets.
- Adaptability & collaboration: Highly adaptable to fast-evolving healthcare technology environments; works effectively across diverse teams and personality types.
Benefits & Perks
- 100% employer-covered health coverage: Comprehensive medical, dental, and vision coverage with 100% of employee premiums covered by Rx Redefined.
- Professional growth: Be a key contributor in a high-growth team where you can learn quickly, take ownership, and see the immediate impact of your work.