Intake Specialist - Outbound

About Hanger, Inc.

Hanger, Inc. stands at the forefront of orthotic and prosthetic services, delivering advanced solutions, comprehensive patient care, and exceptional customer service. As the largest operator of O&P clinics in the U.S., along with a robust products and services segment distributing devices and rehabilitative solutions, Hanger proudly upholds 160 years of clinical expertise and innovation. Its mission is to lead the market by providing superior outcomes and enhancing patient mobility and independence.

Role Impact and Responsibilities

• Engage directly with patients and their families, gathering detailed medical history, assessing physical and mental conditions, and understanding special requirements.
• Serve as a representative embodying the core values of Hanger.
• Handle incoming patient calls and schedule various appointment types across multiple locations.
• Maintain professional and clear communication with patients while accurately documenting and confirming appointment details.
• Determine the most fitting location, clinician, and appointment type based on patient needs.
• Manage referral source faxes and triage general inquiries appropriately.
• Follow up with patients regarding missed or rescheduled appointments to ensure engagement.

Qualifications and Skills Required

• Possess at least a high school diploma or an equivalent qualification.
• Have a minimum of two years’ relevant experience in a similar role.
• Successfully pass a company-administered skills assessment demonstrating suitability for the position.
• Display strong communication skills, both verbal and written, with the ability to follow instructions accurately.
• Be a cooperative and adaptable team member skilled at fostering trustful relationships with patients, referral sources, and colleagues.
• Have working knowledge of HIPAA protocols, medical insurance regulations, and billing processes including private payer and government programs.
• Be proficient with Windows-based applications like Word and Excel, Outlook, and automated billing systems.
• Understand medical coding systems such as ICD-9, ICD-10, HCPC/CPT.
• Be capable of using standard office equipment, including fax machines, calculators, and postage machines.
• Possess general awareness of collection and reimbursement laws at regional, state, and federal levels.
• Demonstrate excellent organizational skills and the ability to handle multiple tasks efficiently in a fast-paced setting.
• Maintain a positive, enthusiastic demeanor and work independently with creativity and attention to detail.
• Act with integrity, maintaining honesty, transparency, and respectfulness in all professional relationships.
• Keep patient-centered care as a primary focus and foster collaborative and innovative work culture.

Compensation and Benefits

• Hourly pay ranging between $17.75 and $23.00, supplemented by an annual bonus of up to 5% contingent on meeting bonus criteria.
• Competitive salary packages with variation based on expertise, location, and other factors.
• Paid holidays (8 national holidays plus 4 floating holidays) and paid time off for vacation and sick leave.
• Medical, dental, and vision insurance coverage.
• 401(k) retirement savings plan.
• Paid parental leave for new parents.
• Employee referral bonus program.
• Mentoring programs supporting both mentors and mentees.
• Student loan repayment assistance available by location.
• Opportunities to travel regionally and nationally as certified practitioners.
• Participation in local and national volunteer events such as BAKA Bootcamp and EmpowerFest.

Equal Opportunity Commitment

Hanger, Inc. is dedicated to equal employment opportunities, ensuring all employment practices are free of discrimination or harassment based on any protected characteristic. The company follows all relevant federal, state, and local laws to maintain a respectful and equitable work environment. Retaliation against individuals filing complaints is strictly prohibited.