Intake Specialist

AdaptHealth; Aberdeen (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

AdaptHealth is seeking an Intake Specialist to accurately enter referrals, coordinate with referral sources, and document patient information across EMR systems. The role supports physicians and patients, ensures payer guidelines compliance, and works with the insurance verification team to gather required documentation.

The Lead Specialist provides training, mentors the team, and drives process improvements while maintaining HIPAA compliance in a fast-paced office environment.

Qualifications

• Education: High school diploma or equivalent; associate degree preferred.
• Experience in healthcare administrative, financial, or insurance customer service, claims, billing, call center, or management.
• Entry level: One year of work-related experience. Senior/Lead levels specify more experience.

Responsibilities

• Enter referrals accurately within allotted timeframe and meet productivity/quality standards.
• Communicate with referral sources and physicians to route documentation for signature/completion.
• Coordinate with leadership to ensure inventory/services are provided.
• Explain patient's financial responsibility and document payments.
• Review medical records for non-sales-assisted referrals to ensure compliance.
• Lead team meetings, training, and mentor staff.
• Maintain HIPAA compliance and confidentiality.

Skills

Data entry

Communication

Microsoft Office

Problem solving

Time management

Tech aptitude

Education

High school diploma or equivalent

Associate degree in healthcare administration or related field

Job description

Intake Specialist

AdaptHealth offers full‑service home medical equipment products and services to empower patients to live their best lives—out of the hospital and in their homes. This role involves accurate and timely data entry, selecting inventory and services in key databases, communicating with referral sources, and appropriately utilizing technology to notate patient information and communication. Intake specialists’ schedules may vary based on branch needs. The lead specialist serves as a subject‑matter expert, conducts new‑hire training, and mentors the team.

Essential Functions and Job Responsibilities

• Accurately enters referrals within allotted timeframe; meets productivity and quality standards.
• Communicates with referral sources, physicians, or associated staff to ensure documentation is routed to the 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 it in the patient record accordingly.
• For non‑Medicaid patients, communicates with patients.
• Reviews 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 an appropriate shipping method is used for delivery of service.
• Answers phone calls in a timely manner and assists callers.
• 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, provides updates, and offers additional options to facilitate the referral process.
• Works with the sales team to obtain necessary documentation to facilitate the referral process, as well as support referral source relationships.
• Must navigate multiple online EMR systems to obtain applicable documentation.
• Works with the insurance verification team to ensure all needs are met for both teams to provide accurate information to the patient and ensure payments.
• Assumes on‑call responsibilities during non‑business hours in accordance with company policy.
• Lead Responsibilities:
• 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 the 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.
• Maintain patient confidentiality and function within the guidelines of HIPAA.
• Complete assigned compliance training and other education programs as required.
• Maintain compliance with AdaptHealth’s Compliance Program.
• Perform other related duties as assigned.

Competency, Skills, and Abilities

• Appropriate interaction with patients, referral sources, and staff.
• Strong decision‑making, analytical, and problem‑solving skills with attention to detail.
• Excellent verbal and written communication, customer service, and telephone service skills.
• Proficient computer skills and knowledge of Microsoft Office.
• Ability to prioritize and manage multiple tasks.
• Ability to apply common‑sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to work independently as well as follow detailed directives.
• Solid ability to learn new technologies and possess the technical aptitude required to understand the flow of data through systems and system interaction.

Requirements

• Education: High school diploma or equivalent required; associate’s degree in healthcare administration, business administration, or a related field preferred.
• Experience: Related experience in healthcare administrative, financial, or insurance customer services, claims, billing, call center, or management regardless of industry. Exact job experience in a healthcare organization or pharmacy that routinely bills insurance or provides diabetic, medical supplies, HME, pharmacy, or Medicare services.
• Entry Level: One (1) year of work‑related experience.
• Senior Level: One (1) year of work‑related experience plus two (2) years of exact job experience.
• Lead Level: One (1) year of work‑related experience plus four (4) years of exact job experience.

Physical Demands and Work Environment

• Extended sitting at computer workstations with repetitive keyboard use; occasional standing, bending, and lifting to 10 pounds.
• Professional office setting with variable stress levels during authorization deadlines, appeals processes, and urgent patient authorization needs.
• Proficiency with computers, office equipment, payer portal systems, and healthcare software applications.
• Sustained concentration, diligence, and ability to manage confidential patient and insurance information with discretion.
• Professional verbal and written communication skills for payer interactions and healthcare provider coordination at all organizational levels.
• Ability to work independently with minimal supervision; availability for extended hours when required.
• Mental alertness to perform the essential functions of position.