Overview

Aveanna Healthcare is the largest provider of home care to thousands of patients and families, and we are looking for caring, compassionate people who are driven to fulfill our mission to revolutionize the way pediatric healthcare is delivered, one patient at a time.

At Aveanna, every employee plays an important role in bringing our mission to life. The ongoing growth and success of Aveanna Healthcare remain dependent on our continued ability to consistently deliver compassionate, committed care for medically fragile patients. We are looking for talented and committed individuals in search of a rewarding career with a company that values Compassion, Integrity, Accountability, Trust, Innovation, Compliance , and Fun.

The starting pay for our Intake team is $18.00 per hour. In addition to compensation, our full-time employees are eligbile to receive the following competitive benefit package including: Health, Dental, Vision, Life and many other options, 401(k) Savings Plan with Employer Match, Employee Stock Purchase Plan, and 100% Remote Opportunity!

Candidates in the Eastern time zones will be prioritized for consideration. Working hours will be 8am-5pm Eastern time.

Position Overview

The Intake Patient Care Representative plays a vital role in guiding new patients through the admissions process, ensuring a smooth and efficient experience from initial contact through to supply delivery. This role involves verifying insurance coverage, reviewing prescription validity, securing authorizations, and addressing patient needs before shipping medical supplies. The representative is responsible for clear, compassionate communication with patients, as well as problem-solving to meet patient care needs and uphold Aveanna’s commitment to quality. This is a remote position that demands strong organizational and communication skills, attention to detail, and dedication to delivering outstanding patient support.

Essential Job Functions

• Admissions Process: Accurately enter patient demographics and pertinent information into the digital system, ensuring completion and accuracy of all admissions paperwork to facilitate a smooth intake experience.
• Insurance Verification: Confirm insurance coverage, clearly explain benefits to patients and case managers, and process payments as applicable to minimize delays and support patient understanding.
• Patient Needs Assessment: Assess individual patient needs, clarify relevant information, research solutions for complex inquiries, and provide clear and compassionate resolutions.
• Collaboration with Sales Team: Work closely with the sales team to streamline patient admissions, reduce time to start of care, and create a seamless experience, enhancing both patient satisfaction and operational efficiency.
• Accurate Documentation: Create, review, and maintain precise medical documentation that meets regulatory standards and organizational policies, ensuring all patient interactions, assessments, and care plans are properly recorded and updated.
• Patient and Overflow Call Management: Answer intake patient calls promptly, assist with overflow as needed, and provide effective communication to address patient inquiries and concerns.
• Interdepartmental Communication: Engage proactively with other departments to address patient concerns, presenting clear solutions and fostering effective teamwork.
• Portal Navigation: Navigate insurance and payor portals effectively.
• Formula Calculation: Accurately calculate and verify nutritional formulas to meet individual patient requirements.
• Insurance Portal Navigation: Navigate insurance and payor portals with ease to access necessary information and maintain efficiency in processing patient admissions.
• Performance Metrics: Consistently meet or exceed daily, monthly, and quarterly performance metrics and goals established by management to support continuous improvement.
• Compliance: Ensure work meets internal and external compliance requirements, maintaining confidentiality and adhering to HIPAA guidelines/regulations.
• Clerical Support: Execute various clerical tasks such as faxing, scanning, and copying to support document management and streamline office processes.
• Authorization Management: Submit and follow up on authorizations, identifying when a new prescription or modification is required to prevent delays in patient care.
• Support Company Culture: Demonstrate core values such as compassion, team integrity, accountability, trust, innovation, compliance, and fun, supporting the Aveanna mission and culture.
• Continuous Improvement: Maintain skills and qualifications necessary to provide or support quality care, including attending company-wide educational programs.
• Professional and Harmonious Interactions: Foster a positive work environment through respectful and professional interactions with patients, coworkers, medical office staff, vendors, and the public.
• Policy and Procedure Adherence: Comply with all company policies and procedures from the onset of employment, contributing to a safe, structured, and consistent work environment.
• Other Duties as Assigned: Complete additional responsibilities as required to support team objectives and operational needs.
  
  

Remote Work Requirements

• Workspace: Maintain a quiet, dedicated workspace free from non-work-related distractions.
• Professional Appearance: Employees are expected to maintain professional appearance and a camera-ready presence during working hours. In order to foster engagement and connection, employees are expected to be on camera during scheduled meetings or team discussions.
• Dependent Care: Working remotely is not intended as a substitute for childcare or other caregiving obligations.
• Internet Connectivity: Ensure appropriate internet speed to handle call center software and communication needs (typically a minimum of 100 Mbps download and 50 Mbps upload speeds).
• Security: Adhere to company data security policies, ensuring a secure work environment to protect patient information.
• Communication: Maintain regular communication with the team through virtual meetings, email, telephone and instant messaging tools.
• Self-Management: Demonstrate strong self-management skills, including time management,
• accountability, and discipline to stay productive without in-person supervision.
• Technical Support: Be proactive in resolving technical issues and communicate promptly with IT support if needed.
  
  

Qualifications

Minimum Education: High school diploma or GED

Minimum Experience: Minimum of 2 years related experience

Preferred Experience: Medical Office, Customer Service preferred

Preferences

• Education or experience equivalent to a bachelor’s degree in related field (preferred)
• Experience in healthcare preferred; knowledge of insurances and Enteral care is a plus
  
  

Other Skills/Abilities

• Proficient in Microsoft Office Suite (Outlook, Word, Excel).
• Self-starter with high integrity and respect for confidentiality.
• Effective judgment and sensitivity to changing needs and situations.
• Strong organizational skills and attention to detail.
• Strong sense of urgency and ability to prioritize multiple tasks to meet deadlines.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Adaptability to change.
• Collaborative interaction with other departments and teams.
  
  

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
  
  

Equal Employment Opportunity and Affirmative Action: Aveanna provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Aveanna complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.