Order Intake Specialist II at RX REDEFINED INC. – St. Louis, Missouri

About Rx Redefined

Healthcare shouldn't be complicated, especially for patients living with chronic conditions. Rx Redefined was founded in 2018 with a mission to positively impact the lives of others by constantly challenging the status quo in healthcare.

Our revolutionary business model enhances healthcare outcomes specifically in the Durable Medical Equipment, Prosthetics, and Orthotics Supplies (DMEPOS) space. Our platform enables physicians to navigate the complexity of compliance and leverage advanced technology to streamline the logistics required to serve their patients effectively, while simultaneously reducing healthcare costs by significantly reducing fraud, waste, and abuse in an industry that desperately needs reform.

We're a fast-growing startup with a simple goal: improve access, outcomes, and patient experience. Our team thrives on solving tough problems, pushing for better solutions, and doing the work that truly makes a difference.

At Rx Redefined we value our people, transparency, dedication, and hard work through a patient-first mentality.

Join us, and help redefine healthcare for the better.

About the role

The Order Intake Specialist II serves as an advanced operator within the Order Intake team, supporting patients, providers, and internal teams by ensuring accurate, compliant, and timely processing of DME prescriptions. This role handles more complex patient situations, escalations, and specialty workflows while owning specific provider organizations and contributing to cross-functional improvement efforts. As a senior member of the intake function, this role sets the standard for professional communication, problem-solving, and patient-first service.

Duties & Responsibilities

• Work between physicians, clinical teams, and patients to validate and process DME prescriptions.
• Assist in patient care through preparation of new prescriptions, initial patient calls, and inbound patient support.
• Provide proactive information regarding shipment tracking, insurance coverage guidance, and detailed product education.
• De-escalate complex or emotional patient situations using strong communication and problem-solving skills.
• Communicate directly with providers regarding compliance issues, addendums, and missing elements within prescriptions.
• Perform prior authorizations, insurance eligibility checks, and referral processing with outside suppliers and payors.
• Maintain advanced catheter and product knowledge, including HCPCS codes, lubrication types, materials, and specialty-specific needs.
• Serve as a source of information for teammates; assist in locating sample options and guiding staff through specialty questions.
• Own a dedicated region or provider organization, driving strong provider and patient satisfaction.
• Identify trends, recurring issues, and operational gaps within assigned organizations; present findings cross-functionally to support improvement.
• Utilize EMRs, Nuclino, and internal communication procedures with accuracy and professionalism.
• Follow escalation channels appropriately (tickets for non-urgent tasks/trends; Slack for urgent operational escalations).
• Support special projects as needed, contributing to departmental efficiencies and specialty enhancements.
• Meet all operational expectations including HR trainings, self-review deadlines, attendance policies, and security protocols.

Who You Are

• Prior pharmacy technician, medical assisting, surgery scheduling, or healthcare operations experience preferred.
• Strong adaptability in an evolving healthcare and tech environment.
• Exceptional communication skills with the ability to convey warmth, clarity, and empathy.
• Advanced problem-solving and de-escalation skills.
• Self-starter with strong autonomy and ownership capabilities.
• Results-driven with the ability to follow structured processes and meet productivity targets.
• Strong team collaboration; able to work effectively with varied personalities.
• Confident using EMRs, task management systems such as Asana, and multi-system workflows.
• Experience in urology, DME operations, or related healthcare specialties is a bonus.

Benefits & Perks

• Medical, dental, and vision coverage - 100% of the employee premium is covered by Rx Redefined.
• Professional growth - be part of a high-growth team where you’ll learn quickly and see the impact of your work.
• Bonus program eligible.

ADA/EEO: The employer will make reasonable accommodations in compliance with the American Disabilities Act of 1990. Rx Redefined provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.