Digital Order Support Specialist

Digital Order Support Specialist

Position Summary:

The Digital Order Support Specialist is responsible for assisting with the conversion of referrals from fax-based ordering to ePrescribe/digital portal-based ordering for our Respiratory, HME, Diabetes and Supply Product lines. This position will work closely with our Digital Order Sales Specialist & referral sources to support the implementation of ePrescribe to ensure the transition into these systems is a positive and seamless experience using electronic ordering platforms such as Parachute Health, GoScripts and DMEscripts.

Essential Functions and Job Responsibilities:

• Contact accounts/users to generate digital order organic growth based on downtrends.
• Assist with referral onboards to the Digital ordering platforms.
• Remotely train newly onboarded users/medical staff from accounts that the Digital Order Team (DOT) Sales have onboarded to digital order platforms.
• Receive and process requests from various sources to train users at accounts that have been set up.
• Walk new users through their first in-platform orders.
• Answer/assist DOT Hotline calls
• Work closely with DOT Sales to follow up on any outstanding onboarding tasks.
• Drive positive messages regarding company goal of full ePrescribe/Digital Ordering adoption.
• Understand and maintain focus on most profitable business lines.
• Assists with referrals based on a current knowledge and understanding of Medicare, Medicaid, and private insurance reimbursement guidelines for DME services and equipment.
• Conversationally educate sales representatives to enable them to be effective EPrescribe advocates.
• Builds long-term, trusting relationships with referral sources.
• Research/contact accounts/users to generate organic growth based on downtrends.
• Onboard referrals to the portal-based ordering portal using multiple methods including Push back, Oxygen Recerts, fax back program, cold call, working non-qualified orders and requests from sales team.
• Train New portal-based ordering users/staff at accounts that Inside Sales have onboarded.
• Receive and process requests from sales team to train portal-based users on accounts they have set up.
• Increases referral volume from assigned accounts by converting the accounts to digital ordering and highlighting the benefits of this process; Accuracy, decrease in processing time, better communication, automated status updates.
• Promotes products and services provided to all health care professionals that they may encounter daily.
• Drive positive message regarding company goal of portal-based ordering adoption.
• Understands and maintains focus on most profitable business lines.
• Works with the Intake team to obtain complete referral information and medical documentation to ensure complete, accurate and timely processing of referrals by converting the accounts to digital ordering.
• Assists with referrals based on a current knowledge and understanding of Medicare, Medicaid, and private insurance reimbursement guidelines for DME services and equipment.
• Shares information and expertise with peers to enable them to be effective.
• Participates in the activities of the Performance Improvement Program.
• Develop and maintain working knowledge of current HME products and services offered by the company.
• Maintain patient confidentiality and function within the guidelines of HIPAA.
• Completes assigned compliance training and other educational programs as required.
• Maintains compliant with AdaptHealth's Compliance Program.
• Perform other related duties as assigned.

Competency, Skills, and Abilities:

• Strong analytical and problem-solving skills with attention to detail
• Self-motivated with the ability to work independently and with a team, while prioritizing tasks and managing multiple projects
• Knowledge of digital order platforms (Parachute, or DMEScripts or GoScripts). Examples: Dashboard manager Processing digital orders.
• Knowledge of services and products
• Excellent relationship building skills and personality.
• Excellent verbal and written communication skills
• Excellent customer service skills
• Ability to work independently and with a team.
• Ability to prioritize and manage multiple projects.
• Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative and work effectively on a team.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Proficient in Microsoft Excel, Outlook, and all digital order platforms; able to navigate additional technology intuitively.

Requirements:

Education and Experience Requirements:

• High school diploma or equivalent is required. Associates Degree from an accredited college preferred
• One (1) year's related experience in DME or healthcare industry: working knowledge of current HME products and services offered by the company is required.
• Existing understanding of Medicare, Medicaid, and private insurance reimbursement guidelines for DME services and equipment
• One (1) year of work-related experience in B2C Sales is preferred.
• Exact job experience considered must be DME Sales or digital ordering.

Physical Demands and Work Environment:

• Must be able to bend, stoop, stretch, stand, and sit for extended periods.
• Ability to perform repetitive motions of wrists, hands and/or fingers due to extensive computer use.
• Work environment may be stressful at times, as overall office activities and work levels fluctuate.
• Subject to long periods of sitting and exposure to computer screen.
• May be exposed to angry or irate customers, patients, or referral sources.
• Ability to utilize a company provided computer and other office equipment.
• Must be able to lift 30 pounds as needed.
• Physical and mental ability to provide analysis and decision-making assessments.
• Mental alertness and the ability to properly treat confidential information and perform the essential functions of position.
• Excellent ability to communicate both verbally and in writing.