Intake Coordinator

This position is national remote, offering the flexibility to telecommute from anywhere within the U.S.

About the Role

As a Chronic Intake Coordinator (IC), you will manage the intake and coordination of chronic infusion referrals from receipt to scheduling readiness. This role serves as the central point of contact for patients, providers, sales representatives, payors, and internal departments to ensure referrals progress efficiently through the intake process. You will review referral documentation, conduct patient onboarding, facilitate prior authorization activities, obtain clinical documentation, monitor referral progress, identify barriers to care, and collaborate with cross-functional teams to ensure timely patient access to therapy.

Responsibilities

• Patient Intake & Referral Management
  • Manage assigned chronic infusion referrals from intake to start of care readiness.
  • Review referral documentation for completeness and accuracy.
  • Coordinate missing information requests with providers, sales partners, and patients.
  • Monitor referral progression within CareLink, CPR+, and other company systems.
  • Identify delays, barriers, and risks that could impact patient start of care.
• Prior Authorization & Clinical Review
  • Review payor requirements and determine authorization needs.
  • Gather and compile clinical documentation required for authorization submission.
  • Assemble prior authorization packets including medical records, diagnosis information, physician documentation, and supporting clinical criteria.
  • Submit authorization requests and perform follow-up activities until final determination is received.
  • Monitor payor portals and communicate authorization updates to stakeholders.
• Cross-Functional Coordination
  • Partner with Benefits Verification, PACE, Nursing, Pharmacy, Sales, and Provider offices to advance referrals.
  • Communicate frequently regarding outstanding requirements and escalations.
  • Participate in patient review meetings and workflow discussions.
  • Collaborate on issue resolution to minimize delays and prevent avoidable cancellations.
• Documentation & Compliance
  • Maintain accurate, detailed, and timely documentation within designated systems.
  • Document patient interactions, provider outreach, authorization activity, and referral status updates.
  • Adhere to HIPAA and company privacy policies.
  • Follow departmental SOPs, quality standards, and regulatory requirements.
• Barrier Removal & Escalation
  • Proactively identify barriers impacting patient access to therapy.
  • Escalate complex cases to leadership or support teams when appropriate.
  • Coordinate resolution efforts involving providers, payors, pharmacies, and patients.
  • Recommend cancellation or alternative solutions when referrals cannot proceed.

Requirements

• High School Diploma / GED or equivalent work experience.
• Must be 18 years of age or older.
• 2+ years of healthcare, infusion, specialty pharmacy, medical office, insurance, or intake experience.
• Experience working with prior authorizations, insurance verification, or referral management.
• Customer service and patient communication skills.
• Organizational and time management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office applications and healthcare documentation systems.
• Ability to work full time Monday - Friday, with flexibility to work any of our 8-hour shift schedules during normal business hours of 7:00am - 7:00pm in your respective time zone. Occasional overtime may be required, particularly in January - February.

Preferred Qualifications

• Infusion pharmacy or specialty pharmacy experience.
• Knowledge of commercial, Medicare, Medicaid, and managed care plans.
• Experience working with chronic therapies and infusion services.
• Familiarity with CareLink, CPR+, payer portals, and authorization workflows.
• Understanding of medical terminology and clinical documentation requirements.

Telecommuting Requirements

• Ability to keep all company-sensitive documents secure.
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a UnitedHealth Group-approved high-speed internet connection or leverage an existing high-speed internet service (wired connection required: cable, DSL, or fiber internet service with a minimum speed of 25 Mb download / 10-15 Mb upload). Wireless services such as satellite, hot spot, or line-of-sight antenna cannot be used for telecommuting.

Skills

• Critical Thinking
• Problem Solving
• Patient Advocacy
• Communication
• Time Management
• Attention to Detail
• Collaboration
• Accountability
• Adaptability
• Customer Service Excellence

Schedule

• Full-time, Monday - Friday.
• Flexibility to work any 8-hour shift between 7:00am - 7:00pm in your respective time zone.
• Occasional overtime may be required, particularly in January - February.
• 3-4 weeks of paid training, conducted virtually from 8:00am to 4:30pm CST, Monday - Friday.

Pay

The salary for this role will range from $20 - $36 hourly based on full-time employment.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).