Bilingual Intake Coordinator

Vālenz Health® is the destination for employers, brokers, payers, and providers to reduce costs, improve quality, and elevate the healthcare experience. Through advanced technology and clinical expertise, Valenz creates a distinctly different approach to a complex healthcare system. With our solutions, we execute across the entire healthcare journey — from member experience to payment integrity, provider quality, and plan performance. With one of America’s largest cost, quality and utilization datasets, we create greater transparency, flexibility, and cost containment — empowering members and employers with the information they need to make smarter, more cost-effective decisions.

About the role

As a Bilingual Intake Coordinator, you will receive inbound calls, faxes, and web requests from providers and/or clients. You will initiate and facilitate the authorization process in accordance with established health plan policies and procedures.

Responsibilities

• Document demographic information obtained from telephonic, fax, or emailed requests within the care management system
• Make outbound calls to follow up on discharge information or request updated clinical information as necessary for concurrent review
• Screen inquiries to determine the services that require certification at the time of the inquiry
• Obtain clinical information and forward the caller to the clinical staff for completion of the review
• Provide certification based upon scripted clinical algorithms or benchmark Length of Stay
• Collaborate and effectively communicate with internal and external partners
• Stay up to date on Summary Plan Documents and other related resources related to service requests
• Ensure applicable URAC standards, Confidentiality/HIPAA standards, and internal policies, practices, and productivity metrics are met
• Perform other related duties as assigned by supervisor

Reasonable accommodation may be made to enable individuals with disabilities to perform essential duties.

Requirements

• 2+ years of experience in high-volume call center or customer support environment
• High attention to detail while maintaining courteous, accurate, and timely relations with our partners and members
• Strong problem solving skills
• Excellent communication skills, both verbal and written
• GED or High School Diploma
• Fluent in reading, writing, and speaking Spanish and English

Nice to have

• Medical, claims, or collection call center experience
• Medical Terminology Certification
• Microsoft Office Suite experience

Work environment

• This is a fully remote position, and we’ll provide all the necessary equipment
• You’ll need a quiet workspace that is free from distractions
• Reliable internet connection—if you can use streaming services, you’re good to go
• Adherence to company security protocols, including the use of VPNs, secure passwords, and company-approved devices/software
• You must be US based, in a location where you can work effectively and comply with company policies such as HIPAA

About us

Our mission is to advance healthcare through technology and expertise to optimize cost, quality, access, and utilization for all. We bring that mission to life through our commitment to Collaboration, Performance, Transparency, and Trust—the core values that guide how we work with our members, our customers, and each other.

Benefits

• Generously subsidized company-sponsored Medical, Dental, and Vision insurance, with access to services through our own products, Healthcare Blue Book and KISx Card
• Spending account options: HSA, FSA, and DCFSA
• 401K with company match and immediate vesting
• Flexible working environment
• Generous Paid Time Off to include vacation, sick leave, and paid holidays
• Employee Assistance Program that includes professional counseling, referrals, and additional services
• Paid maternity and paternity leave
• Pet insurance
• Employee discounts on phone plans, car rentals and computers
• Community giveback opportunities, including paid time off for philanthropic endeavors

At Valenz, we celebrate, support, and thrive on inclusion, for the benefit of our associates, our partners, and our products. Valenz is committed to the principle of equal employment opportunity for all associates and to providing associates with a work environment free of discrimination and harassment. All employment decisions at Valenz are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will not tolerate discrimination or harassment based on any of these characteristics.