Customer Service Intake Coordinator

Customer Service Intake Coordinator

The Intake Coordinator is responsible for facilitating the onboarding of new patients.

Duties and Responsibilities:

• Intake information from referral sources and patients in a professional, knowledgeable, and courteous manner.
• Retrieve and route incoming documentation to the appropriate department or individual(s) in the Company via phone, fax, or other electronic means.
• Verify current coverage with third-party payers, and obtain authorizations as needed.
• Maintain current coverage status information on an ongoing basis for existing patients.
• Answer phone calls from new patients, providers, and referral sources.
• Document all communication in the system, either from or regarding a patient.
• Prepare and secure documentation for billing and authorization purposes.
• Communicate with the billing department to ensure proper billing to insurance companies, contracts, other third-party payers, and patients for all products and services delivered.
• Participate in surveys conducted by authorized inspection agencies.
• Participate in the company's Performance Improvement program as requested by the Performance Improvement Coordinator.
• Participate in company committees when requested.
• Participate in in-service education programs provided by the company.
• Willingness to participate in an on-call rotation.
• Performs other related duties as assigned by management.

Supervisory Responsibilities:

• This job has no supervisory responsibilities.

Qualifications:

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Organizational skills sufficient to maintain consistently accurate records.
• Ability to evaluate options and to make efficient decisions.
• Computer skills that include proficiency with spreadsheets and use of the internet, as well as word processing, and efficient use of e-mail.

Competencies:

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Physical Demands and Work Environment:

• Continually required to stand, walk, sit, talk, and hear.
• Continually required to utilize hand and finger dexterity.
• While performing the duties of this job, the noise level in the work environment is usually moderate.
• The employee must occasionally lift and/or move up to 30 pounds.
• Specific vision abilities required by this job include: Close vision, depth perception, and the ability to adjust focus.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.