Intake Coordinator, Call Center Representative

Job Description:

• Handle communications via phone, email, voicemail, faxes, and chat
• Identify and communicate patient trends and feedback, including scheduling barriers
• Interact with Practice Operations to ensure proper patient matching
• Conduct thorough intake assessments to understand patient needs and match them with appropriate providers
• Schedule initial appointments promptly and accurately, documenting patient needs including talk therapy and/or medication management
• Collect patient insurance information and run eligibility to ensure in-network benefits
• Obtain and verify clinical history, demographic details, insurance information, and eligibility
• Collect credit card information for file and maintain compliance
• Assist new patients with portal setup and paperwork
• Process and manage referral paperwork
• Accurately document patient interactions and transactions in the Electronic Health Record (EHR) system
• Contact referral sources, patients, and/or provider offices to obtain information for benefits verification and prior authorizations
• Contact existing patients to initiate new services based on internal and external referrals
• Answer questions regarding new patient appointments or referrals
• Assist with incoming emergency calls and follow crisis call protocols
• Perform additional tasks assigned by management to support intake department efficiency
• Adhere to relevant policies, regulations, and compliance standards including HIPAA and PCI

Requirements:

• High school diploma or equivalent required
• 2+ years of experience in a contact center environment and/or healthcare environment
• Strong computer proficiency with knowledge of Microsoft Office, Internet, and Email
• Prior experience working with Electronic Health Record systems (EHRs), preferred
• Clear understanding of insurance-related terminology
• Fluency in English is required; fluency in Spanish preferred
• Quiet, distraction free, dedicated HIPAA compliant workspace in your remote office with high-speed hard-wired internet access
• Ability to multi-task and prioritize work in a fast-paced work environment
• Ability to sit, stand, bend, talk and hear; frequently walk; lift and/or move objects up to 25 pounds
• Required vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus
• Must comply with HIPAA and PCI policies, regulations, and compliance standards

Benefits:

• Medical insurance
• Dental insurance
• Vision insurance
• AD&D insurance
• Short-term disability insurance
• Long-term disability insurance
• Life insurance
• 401k retirement savings with employer match
• Paid parental leave
• Paid time off
• Holiday pay
• Employee Assistance Program
• Remote work
• Quiet, distraction free, dedicated HIPAA compliant workspace with high-speed hard-wired internet access