Intake Coordinator

About the role

Alera Group, founded in 2017, is one of the nation's leading independent insurance and financial services firms, combining national strength with local expertise across Employee Benefits, Property & Casualty Insurance, Retirement Plan Services, Wealth Services, and Human Capital Solutions. AbSolve Absence Solutions, an Alera Group company, is a leading provider of absence and disability solutions for large employers, offering proprietary disability and claims management processes that support employees during leave while ensuring compliance with federal and state laws.

The Intake Coordinator serves as the first point of contact for employers and employees, delivering an exceptional customer experience with a caring, responsive, and problem‑solving attitude. This role guides employees through the claims process, manages communications, navigates leave and disability claims, ensures accurate data entry, maintains confidentiality, and coordinates across departments.

Responsibilities

• Provides detailed policy and claim information to employees, guiding them through the claims process and assisting with claim submission.
• Makes outbound calls to gather missing information on incomplete claims and ensures all required data is accurately documented in the claims system.
• Manages incoming calls and communications, assessing each request to ensure proper handling and directing complex inquiries to specialized departments.
• Helps employees navigate leave of absence and disability claims processes, providing guidance on procedures and requirements while verifying eligibility and benefit coverage.
• Collects all necessary information from employees and ensures precise, complete, and timely entry into the claims software per internal standards and compliance regulations.
• Exercises discretion in collecting, discussing, and documenting sensitive information; sends acknowledgment and authorization correspondences promptly and processes incoming claims in line with regulatory mandates.
• Redirects quality‑of‑care and service‑related complaints to the contact center manager; processes requests for additional information and explanations of benefits by coordinating with appropriate operational areas.
• Handles incoming emails, faxes, and voicemail messages promptly and accurately; completes project work and other assigned tasks to support departmental goals and timelines.

Qualifications

• Experience in claims processing, benefits administration, or insurance customer service, with the ability to explain policies and guide employees through complex processes.
• Strong communication and organizational skills, with accuracy in data entry and compliance with confidentiality regulations.
• Proven ability to manage multiple priorities, handle sensitive information, and coordinate effectively across departments.

Pay

Salary range: $50,000–$55,000 annually.

Benefits

• Medical, dental, and vision insurance
• Life and disability coverage
• 401(k) plan
• Generous paid time off
• Professional development opportunities

Schedule

Hours are Monday–Friday, 8:30 am–5:00 pm EST. The position starts on‑site for the first approximately six months (training period), then transitions to a hybrid schedule (two or fewer days in office). Non‑local or remote‑only applicants need not apply.