Intake Care Senior Representative

Responsibilities

• Deliver specific delegated Utilization Management tasks assigned by a supervisor
• Assign client to appropriate staff member or behavioral health network provider for assessment and counseling
• Serve as initial contact for clients and their eligible dependents requesting services
• Responsible for customer service and relevant standards such as telephone response time
• Make referrals within stated limits
• Support and assist with training for employees
• Provide guidance around procedures and workflows
• Complete day-to-day Intake Care tasks without immediate supervision, but has ready access to advice from more experienced team members
• Resolve non-routine issues escalated from more junior team members

Requirements

• High School Diploma
• Experience in healthcare intake, utilization management, care coordination, customer service, or a related field
• Strong interpersonal, communication, and customer service skills
• Ability to handle sensitive and confidential information with professionalism
• Demonstrated ability to work independently and manage competing priorities
• Experience resolving complex customer inquiries and escalated issues