What are the responsibilities and job description for the Customer Service Intake Specialist position at Independent Living Systems?
We are seeking a Customer Service Intake Specialist to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.
About the Role:
The Customer Service Intake Specialist plays a critical role in the health care services industry by serving as the first point of contact for members and clients seeking care. This position is responsible for efficiently gathering and verifying member information, ensuring accuracy and completeness to facilitate smooth processing of health care services. The specialist acts as a liaison between members and health care providers, addressing inquiries and guiding individuals through the intake process with empathy and professionalism. By managing sensitive information with confidentiality and adhering to regulatory standards, the role supports the overall quality and compliance of member care delivery. Ultimately, the Customer Service Intake Specialist contributes to a positive member experience and operational efficiency within the health care organization.
Minimum Qualifications:
- High school diploma or equivalent required.
- Minimum of 1 year experience in customer service role, preferably within a health care or medical office environment.
- Proficiency with electronic health record (EHR) systems and basic computer applications such as Microsoft Office.
- Knowledge of member privacy laws and regulations, including HIPAA compliance.
- Relevant experience may substitute for the educational requirement on a year-for-year basis.
Preferred Qualifications:
- Associate's degree in health administration or a related field.
- Familiarity with medical terminology and health insurance processes.
- Certification in medical office administration or customer service.
- Bilingual abilities, especially in Spanish or other commonly spoken languages in the service area.
- Demonstrated ability to handle high call volumes and multitask efficiently in a fast-paced environment.
Responsibilities:
- Receive and respond to incoming member inquiries via phone, email, or in-person with professionalism and clarity.
- Collect, verify, and accurately enter member demographic, insurance, and medical information into electronic health record systems.
- Schedule appointments and coordinate with clinical staff to ensure timely member access to health care services.
- Maintain confidentiality and comply with HIPAA and other relevant health care regulations when handling member data.
- Identify and escalate complex member issues or concerns to appropriate health care team members for resolution.