Infusion Pharmacy Intake Coordinator; Orlando, FL

Position Summary

The Home Infusion Pharmacy Intake Coordinator supports the referral-to-start-of-care process for patients receiving acute and specialty home infusion services. This position is responsible for processing new referrals, verifying insurance benefits, documenting payer requirements, estimating patient financial responsibility, obtaining required clinical and financial documentation, and coordinating communication among patients, healthcare providers, insurance plans, sales representatives, and internal departments.

The Intake Coordinator plays an important role in ensuring acute and specialty therapy referrals are processed accurately and efficiently while supporting timely access to care, excellent customer service, and compliance with applicable company, payer, accreditation, and regulatory requirements.

Receive and process new patient referrals for acute and specialty home infusion therapies through fax, email, electronic portals, telephone calls, and other approved communication methods.

Enter patient demographics, insurance information, prescriber information, diagnoses, medications, therapy type, and referral details into the pharmacy management system.

Review prescriptions, clinical records, laboratory results, insurance information, and other referral documents for completeness and accuracy.

Identify whether referrals are for acute or specialty infusion services and route them to the appropriate internal team or workflow.

Contact referral sources, sales representatives, patients, caregivers, hospitals, healthcare facilities, and other appropriate parties to obtain missing or corrected documentation.

Perform insurance eligibility and benefit verification for medications, administration supplies, equipment, nursing services, and other related home infusion services.

Document payer-specific information, including copayments, coinsurance, deductibles, out-of-pocket maximums, prior authorization requirements, step-therapy requirements, coverage limitations, network restrictions, and specialty pharmacy restrictions.

Calculate or assist with calculating estimated patient financial responsibility based on verified benefits, payer contracts, fee schedules, and company self-pay pricing.

Communicate benefit information and estimated financial responsibility to patients and caregivers clearly, professionally, and compassionately.

Review and interpret payer reimbursement information, including NDC-based and HCPCS unit-based reimbursement, when applicable.

Coordinate with the Authorization Department regarding prior authorization, medical necessity, step therapy, appeals, and payer documentation requirements.

Work with pharmacists, nurses, authorization specialists, reimbursement personnel, and other clinical staff to confirm therapy requirements, product selection, dosing information, delivery needs, nursing coordination, and required clinical documentation.

Generate and prepare new-patient start-of-care paperwork and verify that all required documents are complete before processing.

Support timely hospital discharge and transition-of-care referrals for acute home infusion patients.

Complete patient welcome calls and explain the pharmacy's intake, authorization, financial, delivery, nursing, and onboarding processes.

Communicate referral status, coverage updates, missing information, and next steps to patients, caregivers, referral sources, payer representatives, sales representatives, and internal departments.

Refer patients to or assist with enrollment in manufacturer copay assistance programs, patient assistance programs, charitable foundations, and other financial support resources when appropriate.

Maintain clear, complete, and timely documentation of all calls, benefit findings, outreach attempts, financial information, and referral updates.

Track acute and specialty referrals through each stage of the intake process and follow up on outstanding documents, approvals, discharge dates, and patient communication.

Escalate clinical, reimbursement, authorization, service, financial, or discharge-related concerns to the appropriate department or supervisor.

Support billing and collection efforts by maintaining accurate insurance, reimbursement, and patient financial information.

Meet established productivity, accuracy, quality, and turnaround-time expectations.

Protect patient confidentiality and comply with HIPAA, company policies, accreditation standards, payer requirements, and applicable…