• Accurately enters referrals within allotted timeframe as established; meeting productivity and quality standards as established. • Communicates with referral sources, physician, or associated staff to ensure documentation is routed to 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 in patient record accordingly. • Responsible for reviewing 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 appropriate shipping method utilized for delivery of service. • Answers phone calls in a timely manner and assists caller. • 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, provide updates, and offer additional options to facilitate the referral process. • Works with sales team to obtain necessary documentation to facilitate referral process, as well as support referral source relationships. • Must be able to navigate through multiple online EMR systems to obtain applicable documentation. • Works with insurance verification team to ensure all needs are met for both teams to provide accurate information to the patient and ensure payments. • Assume on-call responsibilities during non-business hours in accordance with company policy. • Supervises and provides guidance to team members in daily operations and complex case resolution. • Leads team meetings and facilitates training sessions for staff development. • Monitors team performance metrics and productivity standards, providing feedback and coaching as needed. • Serves as primary escalation point for difficult customer issues and complex regulatory compliance questions. • Develops and implements process improvements and workflow optimization strategies. • Coordinates with management on staffing needs, scheduling, and resource allocation. • Conducts new employee onboarding and ongoing training programs. • Maintains advanced expertise in Medicare guidelines, payer policies, and regulatory changes to guide team decisions. • Prepares reports and analysis on team performance, trends, and operational metrics for management review. • Maintains patient confidentiality and functions within the guidelines of HIPAA. • Completes assigned compliance training and other education programs as required.