Remote Intake Coordinator - Specialty, Home Infusion, and Ambulatory Infusion Center Support - 62640938108

Role: Remote Intake Coordinator - Specialty, Home Infusion, and Ambulatory Infusion Center Support

Priority Location: Philippines, South Africa

Working Hours: 8:30am - 5pm EST

Type of contract: Independent Contractor 

Type of job: Remote

Start date: ASAP

About the Company: Private equity and venture-style holding company that owns and operates a portfolio of businesses across healthcare and software. In addition to actively acquiring and investing in companies, provides centralized management and support services — including finance, HR, legal, and marketing — across its portfolio. We operate lean, move fast, and hold ourselves to a high standard across everything we do.

About the Role: The Remote Intake Coordinator – Specialty, Home Infusion, and Ambulatory Infusion Center Support provides offsite intake and insurance verification support for specialty pharmacy, home infusion, and ambulatory infusion center patients served by the infusion company.

This role works closely with onsite intake staff, pharmacists, nurses, and billing teams to complete referral intake, benefit investigations, prior authorization support, and accurate data entry into payer portals and pharmacy systems such as Caretend, following the core business hours of Monday–Friday 8:30 a.m.–5:00 p.m., with flexibility for workload-driven after-hours support.

Key Responsibilities:

• Receive, review, and process electronic, faxed, and phone-based referrals for specialty medications, home infusion therapies, and ambulatory infusion center services from a remote work location.
• Create complete and accurate intake records, including demographics, payer information, and clinical data, within Caretend and related documentation systems to support onsite operations.
• Verify patient demographics and Michigan payer coverage remotely, using Availity and other web-based payer portals for eligibility, benefits, and network status across all sites of care (home and ambulatory infusion center).
• Conduct benefit investigations and assist with prior authorization processes for infusion medications, specialty drugs, and HCPCS-coded supplies, documenting coverage details and requirements for onsite staff to act upon.
• Collaborate virtually (phone, secure messaging, email) with billing and reimbursement teams to ensure accurate HCPCS data, proper payer selection, and clean claims submission for specialty, home infusion, and ambulatory infusion services.
• Use Caretend to enter orders, verify dose, volume, and day supply based on prescriber orders, and perform basic pharmacy calculations under pharmacist guidance, ensuring that onsite staff can safely prepare medications.
• Support scheduling processes by documenting required start dates, frequencies, and visit patterns to aid onsite coordinators and nursing in planning home visits and ambulatory infusion chair time.
• Communicate coverage information and financial responsibility (copays, coinsurance, deductibles) to patients and caregivers via phone and secure electronic communication, and escalate complex financial issues to billing or compliance when necessary.
• Manage remote queues for high-volume phone calls, messages, faxes, and electronic referrals, routing items to appropriate onsite departments and staff while maintaining a professional and service-oriented demeanor.
• Provide remote support for after-hours/on-call intake needs when workload dictates by assisting with urgent eligibility checks, benefit investigations, or documentation updates in line with on-call protocols.
• Maintain organized electronic documentation from the remote environment, including scanned orders, authorizations, and intake forms, ensuring compliance with internal policies, HIPAA, and external regulatory requirements.
• Participate in quality assurance and performance improvement initiatives by monitoring remote intake metrics (accuracy, turnaround times, authorization status) and collaborating with onsite leadership to implement process improvements.

Qualifications:

• High school diploma or equivalent; post-secondary coursework in healthcare, pharmacy technology, or medical billing preferred.
• 2–3 years of experience in specialty pharmacy, home infusion, ambulatory infusion center intake, or medical intake/insurance verification, preferably with Michigan payer experience.
• Demonstrated proficiency with payer systems such as Availity and similar web portals, including remote access workflows.
• Experience using pharmacy management/EHR systems such as Caretend for remote intake, order entry, and documentation.
• Working knowledge of HCPCS billing codes and basic understanding of infusion-related billing and coverage requirements for drugs and supplies in both home and ambulatory settings.
• Ability to perform basic pharmacy calculations (dose, volume, rate, and day supply) with strong attention to detail and accuracy in a remote environment.
• Proven ability to multitask and manage multiple referrals and communication channels efficiently during core business hours, with flexibility for after-hours workload support.
• Reliable remote work setup, including secure internet connection, suitable workspace, and ability to comply with company information security and HIPAA requirements.
• Proficiency in Microsoft Excel and Word, including use of shared spreadsheets and intake tracking logs in a remote setting.
• Excellent written and verbal communication skills, with professional telephone etiquette and clear, concise documentation in the electronic record.

Skills and competencies: 

• Detail-oriented and accurate in remote data entry, benefit verification, pharmacy calculations, and HCPCS coding to support clean claims and timely reimbursement.
• Strong customer service skills and empathy when communicating coverage, financial responsibility, and scheduling information to patients and caregivers by phone or electronic means.
• High level of organization and time management with the ability to prioritize referrals, follow up on missing information, and track authorization status remotely across multiple service lines.
• Effective collaboration with onsite pharmacists, technicians, nurses, billing staff, and leadership using phone, video, and secure messaging tools to support integrated specialty, home infusion, and ambulatory infusion center operations.
• Commitment to compliance with HIPAA, payer rules, and internal quality assurance and performance improvement initiatives, including appropriate handling of PHI in a remote environment.