Customer Care Intake Representative I

The pay range for this position is $19.71-$25.63 Hourly. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location.

• Customer intake and service: Answer incoming calls, monitor incoming faxes and intake channels, triage inquiries, and route customers or partners to the appropriate resource when needed.  

• Order setup and verification: Process new order intake by gathering complete customer information, verifying insurance eligibility and benefits, and confirming deductible, coinsurance, coverage, and estimated financial responsibility.  

• Documentation collection: Request, collect, and review required order documentation, including Certificates of Medical Necessity (CMNs), Letters of Medical Necessity (LMNs), chart notes, payer forms, and other documentation needed to support order completion.  

• Payer and product research: Review payer requirements and conduct product-related research through approved vendor and payer resources to support accurate order setup, coverage review, and gross margin checks.  

• Coordination and follow-up: Coordinate with customers, third-party payers, distributors, physicians, nurses, case managers, MSAMs/ISRs, and internal teams to support timely intake completion and order progression.  

• Order file support: Update order files, document customer interactions, upload order documents when applicable, and maintain accurate notes in the appropriate systems.  

• Payment processing: Collect and process customer payments for applicable out-of-pocket amounts prior to product shipment, following established payment and documentation procedures.  

• Issue resolution: Respond to routine customer inquiries, requests, and concerns in a timely, professional manner and escalate complex or sensitive issues to the appropriate team member or leader.  

• Compliance and confidentiality: Handle employee and customer information confidentially and comply with Numotion policies, payer requirements, and applicable federal regulations.  

• Continuous learning: Stay current on changes to systems, products, payer requirements, and intake processes to support accuracy, service quality, and operational consistency. 

• Utilize Numotion Leadership Principles to perform the job with integrity, compliance, and values consistent with Numotion’s mission.   

• Adhere to employee or customer confidentiality and comply with Numotion’s policies and federal regulations.  

• Always provide excellent customer service for all internal and external customers of the operations.  Provide solutions for customer concerns and continually focus on customer service as our top priority. 

• The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position.  The duties and responsibilities will be subject to change based on organizational needs and/or as deemed necessary by management. 

• High School diploma or GED required.  

• Minimum one (1) year of experience with insurance eligibility verification.  

• Minimum one (1) year of experience calculating deductibles, coinsurance, and customer financial responsibility for primary and secondary policies.  

• Working knowledge of Medicaid, Medicare, and private insurance requirements.  

• Customer service experience in a healthcare, medical supply, reimbursement, or related administrative environment.  

• Ability to enter data accurately, manage documentation, and follow established processes in a high-volume environment.  

• Strong verbal and written communication skills, including the ability to explain coverage and documentation needs in a clear and professional manner. 

• Associate degree in a relevant field.  

• Experience in durable medical equipment, complex rehab technology, medical supplies, healthcare intake, revenue cycle, or payer-facing customer service.  

• Experience using order management, CRM, document management, or payer portal systems.  

• Ability to prioritize work, manage competing intake requests, and maintain attention to detail in a fast-paced environment.  

• Sound judgment, problem-solving skills, and ability to determine when escalation is appropriate.  

• Strong listening, organization, follow-through, and customer service skills. 

• Frequent use of hands, wrists, fingers associated with using computer equipment. 

• Prolonged periods of time working at a desk and/or on a computer. 

• Occasionally move and reach with arms and hands. 

• Ability to lift/move up to 10 pounds.