Customer Service Representative

Rose International
April 1, 2021
San Antonio, TX
Job Type


Position: Customer Service Rep Associate

Duration: 04/05/2021 - 06/07/2021

Hours: 9:00AM - 6:00PM

Work Address: San Antonio, TX. 78249

Positions: 5

JOB TITLE: Intake Specialist


The Intake Specialist is an entry level position primarily responsible for verification of eligibility/benefits, submission of authorization, and data entry into HME/Home Health systems. Serves as the initial client contact to obtain patient demographics, type of referral, and type of insurance and insures information is communicated to pharmacy, clinical team managers (CTM), respiratory, and home medical equipment personnel (HME). Enters and assure all date entry of patient information in detail is entered accurately into the HME/Home Health systems. Performs all functions in a professional and ethical manner and collaborates with other members of the health care team to ensure quality patient care


Collects and records initial client information to include type of referral, type of insurance, and patient demographics.

Requests the referral source fax orders on all patients.

Verifies client benefits.

Notifies pharmacy, nursing, RT, and HME when verification complete.

Coordinates with HME/Home Health to insure availability of requested supplies or equipment.

Assist in obtaining authorization for skilled nursing visits, HME, medications, and shift care.

Processes T19''s for Medicaid patients by obtaining T19 from physicians, faxing T19 to Medicaid within 72 hours, and tracking T19 to ensure authorization is complete.

If care is not authorized upon initial submission of T19, contacts Medicaid to clarify information necessary for authorization.


Attends all required in-service programs to maintain comprehensive of home care knowledge base.

Demonstrates effective time management skills by completing assignments within projected time frames.

Expresses verbal and written communication in a clear, positive, and cooperative manner.

Demonstrates personal responsibility with regard to attendance and punctuality.

Promotes Agency philosophy, mission statement, and administrative policies.

Maintains privacy and confidentiality with regard to all patient, staff and Agency information.

Promotes the Agency image by adhering to the Dress Code.

Follows the appropriate chain of command in all forms of communication.

Demonstrates flexibility, enthusiasm, and willingness to cooperate while working with others or in place of others as necessary.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to understand and communicate effectively through physician written orders.

• Must have clear understanding of medical terminology and ICD10 coding.

• Must have knowledge in the requirements for home medical equipment and home health services.

• Demonstrate excellence in customer service (1-2 years) while providing empathy and the ability to resolve the needs of the caller.

• Must be able to multi task and handle high volume of incoming referrals/calls.


• Background as a medical assistant, intake specialist, customer service rep in a medical/clinic setting.

• Bilingual (English/Spanish)

• Efficiency’s in 10 key and data entry

• Knowledge in Excel/Word

• Ability to work assigned work shift (8-5 ; 9-6; 10-7)

Education and/or Experience:

High School Graduate or equivalent required. Must be able to read and follow written and verbal instructions in English effectively. One (1) year Insurance Verification experience preferred. Knowledge of medical terminology preferred. Excellent computer skills and knowledge of word processing software highly desirable. Possesses ability to operate computer terminal, printer, typewriter, fax, and copier machines.

Permanent employment is contingent on the results of the Criminal History Check.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to remain seated for prolonged periods and maintain concentration to task. This position requires the ability to distinguish impressions of shape, size,

distance, motion, color, and other characteristics of objects, through the eyes.

Major visual functions must include far sight acuity and near acuity. Must have

sufficient dexterity and visual acuity to operate office machines.

Ability to work in a stressful fast paced environment. Positive work environment is promoted for all Agency employees.


Performs duties in office environment during Agency operating hours. Noise level may be moderately high. Requires ability to handle stressful situations with calmness and courtesy at all times. Occasional need to work extended hours.

Ability to maintain flexibility and adaptability to the work environment is critical.

Reports to: Director of Central Intake

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