Intake Coordinator

Job description

ABOUT CONDUIT HEALTH Conduit Health is transforming one of the most outdated corners of post-acute care —getting essential medical equipment and supplies into patients’ homes. We’re the first vertically integrated, AI-powered platform to unite ordering, telehealth, prescriptions, insurance, and fulfillment into one seamless experience. In seconds, case managers and providers can say “yes” to patients who would otherwise wait weeks — while we handle every step behind the scenes. THE ROLE As an Intake Coordinator, you'll be on the front lines of getting patients the equipment they need. You'll own the new order intake process end-to-end — pulling orders from provider portals, entering them accurately into our system, running insurance coverage checks, and moving orders through the queue so nothing falls through the cracks. This is a detail-oriented, process-driven role that requires both speed and accuracy. You'll work closely with our Patient Experience and Clinical Operations teams, and you'll be one of the first people to touch a patient's order — which means your work directly impacts their care. This role is based full-time at Conduit's Florida storefront location. Standard hours are Monday through Friday, 9:00 AM – 5:00 PM local time. Our Florida office is at the center of our intake operations, and this role is core to making that work. WHAT YOU'LL DO - Order Processing - Monitor and retrieve new orders from provider and referral portals or e-mails on a daily basis - Enter orders accurately into Conduit's order management system, ensuring all required fields and documentation are complete - Run insurance eligibility and coverage checks for incoming orders, identifying any issues or prior authorization requirements upfront - Verify patient demographics, insurance information, and prescriptions against source documents - Triage and prioritize the order queue, escalating urgent or complex cases to the appropriate team member - Follow up on missing or incomplete documentation needed to process orders - Coordinate with clinical and patient experience teams to ensure a smooth handoff after intake is complete - Maintain accurate records in our systems and flag any data discrepancies - Support compliance with HIPAA requirements and internal data handling protocols throughout the intake process - Contribute to process improvement efforts as we continue to build and refine our intake workflows - Office Oversight: - Welcoming patients who visit the storefront in person - volume is low, but when patients do come in, you're the face of Conduit; you'll greet them warmly, understand their needs, and connect them with the right team member to help - Maintaining a professional, compliant storefront presence during business hours in accordance with DME supplier standards - Serving as the first point of contact in the event of an in-person regulatory audit - Ensuring the physical office environment remains organized and professional WHAT WE'RE LOOKING FOR - Must have - Experience in a healthcare or insurance-related setting — medical billing, prior authorization, insurance verification, front desk at a provider office, or similar - Comfort navigating insurance eligibility checks — you understand the basics of how coverage works and can learn DME-specific rules on the job - Strong attention to detail: you catch errors before they become problems - Comfort working across multiple portals and systems simultaneously — you're a multi-tasker who stays organized under volume - Clear, professional written communication for internal coordination and follow-up - Ability to work on-site at our Florida office Monday–Friday, 9 AM–5 PM; this is a non-negotiable requirement of the role - Composure and professionalism when representing Conduit in person — whether with a patient who walks in or an auditor who shows up unannounced - Comfort in a patient-facing setting; you're warm, clear, and calm even when someone comes in frustrated or confused about their order - Nice to have: - Prior DME intake experience or familiarity with HCPCS codes and DME requirements - Experience with Medicare, Medicaid, and/or commercial insurance coverage rules - Prior authorization experience — either submitting PAs or understanding when they're required - Familiarity with Intercom, HubSpot, or other CRM/support tooling - Experience in a high-growth startup or tech-enabled healthcare environment