Intake Specialist

Description

Who we are:

Owens (A Friesen Group Company)

Owens provides state-of-the-art medical equipment and supplies to patients and caregivers throughout the North State. For more than 60 years, we've been providing custom healthcare solutions for patients and providers. We're committed to providing patients with the highest quality care, with a wide range of services, including CPAP/BiPAP, capnography, non-invasive ventilation, airway clearance, and specialty therapies.

Owens Core Values: 

Human Value – Take Ownership – Make the Difference – Set the Pace – Embrace Change 

Who We Are Looking For

Are you a detail-oriented problem solver who enjoys helping people and thrives in a fast-paced healthcare environment? We are seeking an Intake Specialist/Field Technician to support patients from the initial referral through equipment delivery and ongoing service.

In this role, you will serve as a key connection between patients, healthcare providers, insurance partners, and internal teams. You'll ensure medical equipment orders are processed accurately, documentation is complete, and patients receive timely, compassionate service. While the primary focus of this position is intake and order coordination, you may also assist with equipment deliveries, patient education, and service support as operational needs require.

What You'll Do

Intake 

• Serve as the primary point of contact for incoming patient, provider, and referral inquiries.
• Gather, verify, and process intake documentation, medical orders, prescriptions, and supporting records.
• Enter and maintain accurate information within EMR/EHR, CRM, and order management systems.
• Review insurance requirements, compliance documentation, and order eligibility.
• Coordinate with clinical staff, customer service representatives, and insurance verification teams to ensure timely processing.
• Monitor order status and proactively follow up on missing information or outstanding requirements.
• Ensure all orders meet applicable HIPAA, FDA, DME, and company compliance standards.
• Provide professional, compassionate support to patients, caregivers, and referral sources.

Field Technician

• Assist with the delivery, setup, exchange, and retrieval of durable medical equipment and related supplies as needed.
• Educate patients and caregivers on the safe and proper use of equipment.
• Document deliveries, service activities, patient interactions, and equipment transactions accurately.
• Support equipment inventory tracking and maintain quality standards for patient-ready equipment.
• Maintain a professional presence while serving patients in homes, healthcare facilities, and clinic settings.
• Follow all company safety policies and regulatory requirements.
• Rotating On-call, includes an On-Call stipend.
• Perform other duties as assigned.

What Makes You a Great Fit

• Excellent customer service and communication skills.
• Strong computer proficiency and ability to learn new software systems quickly.
• Exceptional attention to detail and commitment to accuracy.
• Ability to effectively prioritize multiple tasks in a fast-moving environment.
• Team-oriented mindset with the ability to collaborate across departments.
• Strong organizational and problem-solving abilities.
• Commitment to confidentiality, patient privacy, and regulatory compliance.
• Comfortable interacting with patients in person, by phone, and electronically.
• Ability to occasionally lift, carry, and move equipment up to 75 pounds.

Requirements

Qualifications

• High school diploma or equivalent required.
• Minimum one year of customer service experience required.
• Experience in healthcare intake, medical office operations, DME, patient services, or related healthcare environments preferred.
• Knowledge of medical terminology, insurance authorization processes, HCPCS codes, or DME operations preferred.
• Proficiency with Microsoft Office Suite and electronic documentation systems.
• Valid driver's license with an acceptable driving record.
• Ability to successfully complete company training and competency requirements.

What We Offer

• Competitive compensation.
• Medical, dental, and vision benefits.
• Paid time off and paid holidays.
• Comprehensive onboarding and ongoing training.
• Opportunities for growth and development within the organization.
• Supportive, team-oriented work environment.
• Meaningful work that directly impacts patient comfort, independence, and quality of life.