Customer care intake representative i

At Numotion, we’re on a mission to improve the lives of people with disabilities. As North America’s largest provider of mobility products and services, we deliver personalized solutions from manual and power wheelchairs to medical supplies and other assistive technologies that support health, independence, and everyday participation. We’re committed to a workforce of diverse backgrounds and experiences and to an inclusive environment shaped by open dialogue, attentive listening, and tangible, ongoing action.

JOB PURPOSE:

The Customer Care Intake Representative I serves as a front-line intake resource for medical supply orders, delivering professional customer support while accurately gathering intake information, verifying coverage, collecting required documentation, and helping move orders forward. This role supports a positive customer experience by communicating clearly, completing accurate order setup, and coordinating with internal and external partners to resolve routine intake needs.

KEY RESPONSIBILITIES:

• Customer intake and service: Answer incoming calls, monitor incoming faxes and intake channels, triage inquiries, and route customers or partners to the appropriate resource when needed.
• Order setup and verification: Process new order intake by gathering complete customer information, verifying insurance eligibility and benefits, and confirming deductible, coinsurance, coverage, and estimated financial responsibility.
• Documentation collection: Request, collect, and review required order documentation, including Certificates of Medical Necessity (CMNs), Letters of Medical Necessity (LMNs), chart notes, payer forms, and other documentation needed to support order completion.
• Payer and product research: Review payer requirements and conduct product-related research through approved vendor and payer resources to support accurate order setup, coverage review, and gross margin checks.
• Coordination and follow-up: Coordinate with customers, third-party payers, distributors, physicians, nurses, case managers, MSAMs/ISRs, and internal teams to support timely intake completion and order progression.
• Order file support: Update order files, document customer interactions, upload order documents when applicable, and maintain accurate notes in the appropriate systems.
• Payment processing: Collect and process customer payments for applicable out-of-pocket amounts prior to product shipment, following established payment and documentation procedures.
• Issue resolution: Respond to routine customer inquiries, requests, and concerns in a timely, professional manner and escalate complex or sensitive issues to the appropriate team member or leader.
• Compliance and confidentiality: Handle employee and customer information confidentially and comply with Numotion policies, payer requirements, and applicable federal regulations.
• Continuous learning: Stay current on changes to systems, products, payer requirements, and intake processes to support accuracy, service quality, and operational consistency.
• Utilize Numotion Leadership Principles to perform the job with integrity, compliance, and values consistent with Numotion’s mission.
• Adhere to employee or customer confidentiality and comply with Numotion’s policies and federal regulations.
• Always provide excellent customer service for all internal and external customers of the operations. Provide solutions for customer concerns and continually focus on customer service as our top priority.

The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or as deemed necessary by management.

REQUIRED QUALIFICATIONS, SKILLS, AND EXPERIENCE:

• High School diploma or GED required.
• Minimum one (1) year of experience with insurance eligibility verification.
• Minimum one (1) year of experience calculating deductibles, coinsurance, and customer financial responsibility for primary and secondary policies.
• Working knowledge of Medicaid, Medicare, and private insurance requirements.
• Customer service experience in a healthcare, medical supply, reimbursement, or related administrative environment.
• Ability to enter data accurately, manage documentation, and follow established processes in a high-volume environment.
• Strong verbal and written communication skills, including the ability to explain coverage and documentation needs in a clear and professional manner.

PREFERRED COMPETENCIES AND QUALIFICATIONS:

• Associate degree in a relevant field.
• Experience in durable medical equipment, complex rehab technology, medical supplies, healthcare intake, revenue cycle, or payer-facing customer service.
• Experience using order management, CRM, document management, or payer portal systems.
• Ability to prioritize work, manage competing intake requests, and maintain attention to detail in a fast-paced environment.
• Sound judgment, problem-solving skills, and ability to determine when escalation is appropriate.
• Strong listening, organization, follow-through, and customer service skills.

PHYSICAL WORK REQUIREMENTS:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequent use of hands, wrists, fingers associated with using computer equipment.
• Prolonged periods of time working at a desk and/or on a computer.
• Occasionally move and reach with arms and hands.
• Ability to lift/move up to 10 pounds.

At Numotion, we offer competitive compensation packages, including medical, dental and vision insurance, short-term and long-term disability, a 401k, and life insurance. Numotion is an equal opportunity employer. We strive for a workplace that reflects the communities we serve and do not tolerate discrimination against our employees, customers, and partners regardless of ethnicity, disability, gender identity, sexual orientation, religion, age, citizenship, marital or veteran status. Numotion is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.