The Intake Coordinator manages incoming calls, emails, and faxes to process patient demographic information and determine precertification requirements. They also perform outgoing calls to verify patient and provider data, coordinate with nurses, and handle administrative documentation tasks.
Scope: The Intake Coordinator, via incoming calls, emails, faxes or website, assists with the computer intake of all demographics information on the patient/member and determine whether services requested require precertification based on the employer’s/Third Party Administrator’s contract with MedWatch based on NCQA, URAC and state standards. This is a remote position with no requirement to commute to an office.
Education:
High School Diploma
Experience:
Excellent data entry and typing skills
Basic Computer skills/proficient in relevant computer applications
Medical Terminology
Ability to handle multiple complex tasks simultaneously with attention to detail and accuracy
Knowledge of customer service principles and practices
Some experience in a call center or customer service environment
Verbal, written and listening communication skills
Stress tolerance and team work
Requirements/Skills:
Excellent data entry and typing skills
Basic Computer skills/proficient in relevant computer applications
Medical Terminology
Ability to handle multiple complex tasks simultaneously with attention to detail and accuracy
Knowledge of customer service principles and practices
Some experience in a call center or customer service environment
Verbal, written and listening communication skills
Stress tolerance and team work
Good organizational skills and time management
Excellent verbal and written communication skills
Ability to handle difficult situations tactfully and diplomatically.
Effective problem solving and decision-making skills.
Strong computer skills with proficiency in MS Office Suite products (Word, Excel, PowerPoint)
Duties and Responsibilities:
Handle all incoming MedWatch calls (i.e. start cases, do call logs, forward calls, provide case status, provide claims phone #’s, etc...)
Make outgoing calls for MedWatch (demos, information for case completion, etc…)
Make outgoing calls for Bill to Dates and Discharge dates for the nurses
Complete incoming electronic Webcerts
Send out CM Reports/Invoices
Send out Path letters for MW cases
Handle incoming Path letter responses
Attach and distribute faxes – anywhere from 100 to 200 per day (sometimes entails opening cases from faxes)
Make outgoing calls to DMTHR patients introducing nurse and program and transferring case to DM nurse
Take calls from DMTHR patients explaining program and transferring case to DM nurse
Check to see if there are any miscellaneous requests from nurses in emails (regarding cases to be opened, changes made to info in cases, etc..)
Check CM Inbox to see if there are any emails that need to be addressed (i.e. new CM case opened, answering questions regarding UR procedures, etc…) [Heather, Michelle, Sherri]
Verify patient and provider demos – correct and/or complete when needed
Handle fax failures, researching fax #’s and re-faxing manually when necessary Fax PA Reviews for nurses
Make calls to DM patients introducing nurse and program
Handle mailing for UR, CM and DM
The incumbent may be responsible for duties or responsibilities that are not listed in this job description. Duties and responsibilities may change at any time with or without notice.
Pay rate: $15.00 - $16.00 per hour
Work Environment / Physical Demands: This position is in a typical office / home office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment.
We are an Equal Opportunity Employer, including disability/veterans
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