Intake Coordinator

This position will start off in-office for the first approximately six months (training). After training is complete, it will transition to a hybrid schedule. The hours are Monday-Friday, 8:30am-5:00pm EST.

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  Claims Assistance and Information Management: Provides detailed policy and claim information to employees, guiding them through the claims process and assisting with the submission of claims. Makes outbound calls to gather missing information on incomplete claims and ensures that all required data is accurately documented in the claims system.
• Communication Triage and Request Determination: Manages incoming calls and communications, assessing the nature of each caller's request to ensure proper handling. Directs complex inquiries to specialized departments, facilitating smooth transfers when needed.
• Leave of Absence and Disability Claim Navigation: Helps employees navigate the leave of absence and disability claims process, providing guidance on procedures and requirements, while verifying eligibility and benefit coverage. Ensures all employee interactions are handled with sensitivity to maintain confidentiality.
• Accurate Data Collection and Entry: Collects all necessary information from employees and ensures precise, complete, and timely entry into the claims software, in accordance with internal standards and compliance regulations.
• Documentation and Confidentiality: Exercises discretion in collecting, discussing, and documenting sensitive information. Sends acknowledgment and authorization correspondences promptly and processes all incoming claims in line with regulatory and compliance mandates.
• Complaint Management and Interdepartmental Coordination: Redirects quality-of-care and service-related complaints to the contact center manager. Processes requests for additional information and explanations of benefits by coordinating with the appropriate operational area within the claims department.
• Daily Administrative Responsibilities and Special Projects: Handles incoming emails, faxes, and voicemail messages promptly and accurately. Completes project work and other assigned tasks as required, ensuring all duties support departmental goals and timelines.

Required Qualifications

• Experience in claims processing, benefits administration, or insurance customer service, with the ability to explain policies and guide employees through complex processes.
• Strong communication and organizational skills, with accuracy in data entry and compliance with confidentiality regulations.
• Proven ability to manage multiple priorities, handle sensitive information, and coordinate effectively across departments.