Medical Intake Coordinator

About the role

This is a remote position responsible for assisting with the computer intake of all demographic information on patients/members via incoming calls, emails, faxes, or website. The role involves determining whether requested services require precertification based on employer/Third Party Administrator contracts with MedWatch, adhering to NCQA, URAC, and state standards.

Responsibilities

• Handle all incoming MedWatch calls (e.g., start cases, log calls, forward calls, provide case status, provide claims phone numbers).
• Make outgoing calls for MedWatch (e.g., collect demographics, gather information for case completion).
• Make outgoing calls for Bill to Dates and Discharge dates for nurses.
• Complete incoming electronic Webcerts.
• Send out CM Reports/Invoices and Path letters for MedWatch cases.
• Handle incoming Path letter responses.
• Attach and distribute faxes (100–200 per day), sometimes opening cases from faxes.
• Make outgoing calls to DMTHR patients to introduce nurses and programs, transferring cases to DM nurses.
• Take calls from DMTHR patients, explain programs, and transfer cases to DM nurses.
• Check emails for miscellaneous requests from nurses (e.g., cases to be opened, changes to case information).
• Monitor the CM Inbox for emails requiring action (e.g., new CM cases, questions about UR procedures).
• Verify patient and provider demographics, correcting or completing information as needed.
• Handle fax failures, research fax numbers, and manually re-fax when necessary.
• Fax PA Reviews for nurses.
• Create cheat sheets, documents, spreadsheets, and correspondence.
• Set follow-up dates for HRAs in DM.
• Make calls to DM patients to introduce nurses and programs.
• Handle mailing for UR, CM, and DM.
• Perform additional duties or responsibilities as assigned, which may change with or without notice.

Requirements

• High School Diploma.
• Excellent data entry and typing skills.
• Basic computer skills and proficiency in relevant applications.
• Knowledge of medical terminology.
• Ability to handle multiple complex tasks simultaneously with attention to detail and accuracy.
• Understanding of customer service principles and practices.
• Some experience in a call center or customer service environment.
• Strong verbal, written, and listening communication skills.
• Stress tolerance and teamwork abilities.
• Good organizational and time management skills.
• Ability to handle difficult situations tactfully and diplomatically.
• Effective problem-solving and decision-making skills.
• Proficiency in MS Office Suite (Word, Excel, PowerPoint).

Pay

$15.00 - $16.00 per hour.

Work Environment

This is a remote position in a typical office or home office environment. Requires prolonged sitting in front of a computer and hand-eye coordination sufficient to operate standard office equipment, including computers and phones.