DME Intake - Patient, Insurance, and Documentation Specialist

Intake, Documentation, & Insurance Verification Specialist

Department: Operations

Reports To: Owner / Operations Manager

Position Summary

The Intake, Documentation & Insurance Verification Specialist is responsible for ensuring all patient orders are complete, compliant, and financially clear prior to fulfillment. This role owns the front-end accuracy of the patient lifecycle—intake, documentation, insurance verification, and resupply readiness—ensuring clean handoffs to billing and long-term patient success. This position is for a seasoned DME professional who understands payer rules, CMS documentation standards, and how strong intake directly impacts billing, compliance, and patient satisfaction.

Patient Intake & Referral Management

• Receive, review, and process incoming referrals from physicians and healthcare partners • Validate referrals for completeness, medical necessity, and payer requirements

• Obtain and verify patient demographics, diagnoses, and insurance information

• Communicate with referral sources to resolve missing or incorrect documentation

Documentation & Compliance

• Collect, review, and maintain physician orders, CMNs/LMNs, and supporting medical records • Ensure documentation meets CMS, Medicare, and payer-specific standards prior to fulfillment • Maintain organized, audit-ready patient records within NikoHealth

• Follow SOPs and documentation checklists to prevent downstream billing issues

• Proactively identify and resolve documentation gaps before escalation

Insurance Verification & Patient Financial Responsibility

• Verify Medicare and secondary insurance eligibility and benefits

• Confirm coverage criteria, frequency limitations, and authorization requirements

• Accurately determine patient out-of-pocket responsibility, including deductibles and coinsurance • Clearly and professionally explain coverage details and financial responsibility to patients • Document insurance verification and patient cost discussions in the system

Resupply Coordination Support

• Track resupply eligibility based on payer guidelines

• Ensure updated documentation and continued medical necessity are on file for resupply • Coordinate with billing and RCM teams to support clean resupply claims

• Maintain accurate resupply notes, follow-ups, and task tracking

Team Collaboration & Cross-Functional Support

• Work closely with billing, RCM, and resupply teams to ensure end-to-end workflow accuracy • Provide cross-coverage support during high-volume periods

• Act as a team player who understands how intake, verification, resupply, and billing impact one another

30–60–90 Day Success Plan

First 30 Days: Systems & Accuracy

• Learn Ease DME payer mix and end-to-end revenue workflows

• Understand Medicare vs. Medicare Advantage vs. Commercial payer rules

• Submit and track claims under supervision to understand downstream impacts • Review common denial and adjustment reasons tied to intake and documentation gaps • Achieve 90% claim accuracy on supported workflows

Days 31–60: Ownership & Control

• Independently manage assigned intake, documentation, and verification workflows • Support denial prevention by ensuring clean, compliant front-end documentation • Coordinate closely with billing on root causes tied to documentation or eligibility • Maintain accurate tracking and timely follow-up on outstanding items

• Contribute to a 20% reduction in preventable denials through improved intake quality

Days 61–90: Optimization & Scale

• Fully own front-end revenue readiness for assigned payors

• Identify payer behavior trends that impact documentation, eligibility, or coverage • Improve clean-claim and first-pass payment performance through intake accuracy • Support appeals and recoupment defense with audit-ready documentation

• Maintain 95%+ clean-claim submission rate through strong intake controls

What Success Looks Like

• High first-pass documentation approval rates

• Clear communication in addendum requests and shipment delays

• Clean, audit-ready patient files

• Consistent compliance with Medicare and payer guidelines

Requirements

Required Skills & Qualifications

• 2–5 years of DME intake, documentation, or insurance verification experience

• Strong knowledge of Medicare, CMS documentation standards, and payer guidelines

• Experience with NikoHealth or similar DME management systems

• Ability to confidently explain insurance benefits and out-of-pocket costs to patients

• Highly detail-oriented and process-driven

• Strong communication and organizational skills

• HIPAA-compliant and professionalism-focused

Preferred Experience

• Experience with urological supplies and/or CGM (Continuous Glucose Monitoring)

• Prior exposure to documentation reviews, audits, or payer requests

Benefits

Why Join Us

• Make an immediate and meaningful impact by helping ensure patients receive timely, compliant access to essential medical supplies

• Play a direct role in supporting not only the company’s success, but the health and well-being of the community we serve

• Join a growing organization with clear opportunities for professional growth as the company continues to scale

• Be part of a collaborative, team-oriented work environment where your expertise and contributions are genuinely valued

• Work closely with leadership in an organization that prioritizes compliance, quality, and employee support