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Documentation Representative

Location: Olivette, Missouri


Since 1986, HDIS has been taking care of our customers’ needs in a much simpler fashion. We are unique because, unlike most mail order medical supply companies, we specialize in making the lives of our customers a little easier.  As a “business family” we are dedicated to the well-being of our customers; and a culture that fosters offering the same compassion and caring to our customers that we offer to members of our own families.

                                                                    For five years in a row (2012-2016), HDIS is honored to be a St. Louis Post-Dispatch Top Workplaces award winner!

Summary of Duties and Responsibilities: 

The function of a NPP Documentation Representative is to maintain the continuity of service for Non-Private Pay customers by ensuring HDIS receives the documentation to support needed orders in a complaint manner quickly and accurately, and to provide support within the Non-Private Pay departments and other related work as required but not limited to:

  • Take all actions necessary to ensure timely renewal/acquisition of customer prescriptions, Prior Authorizations, Certificates/Letters of Medical Necessity or other items required to be compliant with documentation regulations for Medicare, Medicaid and other Third Party payers

  • Follow-up with physicians, customers and payers via inbound/outbound calls, emails, faxes or other means to facilitate receipt of prescriptions, certificates of medical necessity and other items necessary for service

  • Communicate with customers, physicians, payers and others, both verbally and in writing, in a friendly, concise, professional manner

  • Fax prescriptions to physicians, customers and payers as necessary

  • Submit requests for PAs online, via fax, mail and other means as applicable

  • Review incoming prescriptions, LMNs, CMNs and other documentation received via mail, fax or email and validate the accuracy of the documents per payer guidelines

  • Enter documentation details quickly and accurately in HALO as applicable

  • Verify that all information is current and complete at each interaction

  • Accurately and completely communicate to leads, customers, physicians, payers and others , all items needed to initiate and/or continue services

  • Determine customer needs or purpose of their call and provide detailed information regarding the Non-Private Pay process

  • Run orders and update customer accounts accurately as applicable

  • Research information beyond existing procedures as required to meet customer needs

  • Potentially provide service to hostile or angry individuals/physicians

  • Provide the needed assistance to the department regarding the documentation required by specified payer

  • Work cooperatively with staff from own department and other departments to identify service problems, make recommendations, and plan and coordinate program and communication changes

  • Work to meet or exceed individual goals and department objectives

  • Maintain a high degree of confidentiality pertaining to customer situations

    NPP Documentation Representative will assume responsibility for related duties as required or assigned including but not limited to:

  • Assist the Verification Representatives as applicable as well all departments’ personnel as needed

  • Fill in as needed in other capacities of the company as required or assigned

  • Complete special projects and miscellaneous assignments as required

  • Keep management informed of area activities and of any significant problems

  • Attend and participate in meetings as required

  • Ensure that work area is clean, secure and well maintained

    NPP Documentation Representative will uphold the culture of HDIS including relationship building with customers as well as general behavior on HDIS premises or at other HDIS sponsored events.

    Required Experience or Background:

  • Able to understand the billing/documentation requirements for governmental/Third Party payers

  • Able to communicate HDIS customer needs to physician office staff to successfully obtain the needed documentation

  • Answer a business telephone using knowledge of business telephone procedures and etiquette

  • Able to independently handle complaints and upset individuals in a business setting

  • Attention to details and accuracy along with strong organization

  • Strong verbal, writing and typing skills

  • Able to multi-task

  • Cooperative and willing to assist others

  • Able to use computer applications, adding machine, telephone, PC, copier, fax machine and other basic business machines

  • Able to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables


    Preferred background would include:

  • Medicaid, Medicare and/or Insurance customer service experience

If you meet the above qualifications, HDIS is interested in speaking with you. Please submit your information here for immediate consideration


I get satisfaction by helping our customers find products that meet their needs.
-Mary, joined HDIS in 1989