Job Summary

The Intake Coordinator, working remotely, conducts telephonic outreach to members as part of UM Intake programs. They handle inbound calls, mail, and emails, addressing member needs promptly and professionally.

In interactions with physician practices, they represent the health plan client with professionalism and positivity.

Essential Duties & Responsibilities :

• Maintain exceptional customer service standards in all interactions with members, physician offices, and vendors.
• Document member interactions thoroughly and clearly in the appropriate platform, including detailed call notes and status updates.
• Communicate as needed with supervisors, Utilization Management department, physicians, etc., via emails, follow-up phone calls, or mail correspondence.
• Meet or exceed provided objectives and goals for quality and performance metrics to meet client / company expectations.
• Maintain departmental call volume requirements, both inbound and outbound.
• Accurately and concisely document each call while continuing to engage with the member.
• Collaborate with team members to ensure completion and forwarding of pending documentation / communication.
• Foster a positive work atmosphere characterized by professionalism, teamwork, and integrity.
• Work under pressure, meet deadlines, and maintain a positive attitude while providing exemplary customer service.
• Work with minimal supervision, navigating information from multiple platforms and prioritizing duties appropriately.
• Ensure accurate data entry of information from various platforms.
• Maintain compliance with all company policies and procedures.
• Handle a high workload, meet deadlines, and maintain a high level of accuracy.
• Perform other duties as assigned.

Metrics of Success :

• Meet or exceed monthly departmental goals set by the Utilization Management Department.
• Adhere to productivity standards for phone activity, phone queues, and compliance standards.
• Maintain daily productivity metrics for inbound / outbound calls.
• Attendance.

Qualifications / Requirements :

• High School Diploma or G.E.D. required.
• Associate degree preferred.
• Bilingual proficiency is a plus.
• 2 years prior call center / customer service experience preferred.
• Healthcare industry experience preferred.
• Proficiency in using a computer with standard operating systems (Windows, MS Word, MS Excel, Internet, etc.).
• Excellent verbal and written communication skills.
• Strong listening skills.
• Ability to calculate figures and amounts, apply intermediate math skills, and achieve thoroughness and accuracy in tasks.
• Ability to solve practical problems and deal with a variety of variables.
• Knowledge of PHI / HIPAA Compliance rules and regulations is advantageous.
• Professionalism in appearance, communications, and demeanor.
• Must be able to work independently with limited supervision and be organized and detail-oriented.
Less than 1 hour ago