Intake Coordinator

Overview

CareConnectMD DCE is a specialized High Needs Direct Contracting Entity (DCE) geared towards medically complex Medicare beneficiaries who reside in nursing homes, assisted living facilities, board and care facilities and at home. The comprehensive program provides a care model that is designed to meet the unique health care needs of medically complex Medicare beneficiaries. Under this value-based care model, CareConnectMD DCE will deliver care coordination services in close collaboration with primary care physicians, specialists, and advanced practice professionals in California, Georgia, Ohio, Indiana, Texas, as well as other expansion locations. Learn more at www.careconnectmd.com

Summary

Intake Coordinator

The Intake Coordinator will have excellent verbal / written communication skills and an understanding of the importance of delivering superb patient care in a demanding environment. This individual will operate on the frontline of the organization by working in our operations Department to respond to inbound calls from nursing facilities, registering patients in the electronic medical record, confirm insurance coverage, obtain authorization, maintain census information, obtain face sheets from nursing facilities, field inbound calls, and request and to resolve issues for our patients, skilled nursing facilities, and internal clinicians.

Responsibilities

· Collects and enters patient intake information into the appropriate medical service software system to initiate the transaction. Documentation is to be concise, thorough, and accurate.

· Obtains authorization and re-authorization from managed care entities: IPAs, medical groups and health plans

· Confirms eligibility

· Work closely with CCMD staff to ensure patient registration information is correct

· For potential DCE patients, confirms eligibility for DCE program

· Works with the billing department to ensure complete information for billing

· Prepare and complete a variety of forms and paperwork.

· Provide back-office support as requested

· Participates in internal and external educational opportunities relevant to the intake services

· Supports organization changes. Demonstrates flexibility in providing coverage and/ or availability for the call center via scheduling adjustments for unexpected absences, events, or call volume variances.

· Handle escalated calls, complaints, questions & queries as necessary.

· Train, assist & mentor new employees.

· Ensure agreed customer services standards are consistently met

Service Delivery Expectations

· Meets the expectations of our internal and external customers in providing excellent service.

· Demonstrates positive customer relationship skills with all telephone encounters.

· Demonstrates ability to handle multiple tasks effectively and efficiently.

· Arrives at workstation on time, ready to work, and demonstrates minimal absenteeism.

· Ability to work successfully without software applications on a computer and/ or a laptop, and / or a smartphone.

· Continuously acts to maintain a safe, clean, healthy, and fun work environment consistent with Care Connect Health Services, Inc professional services, vision, values, and endeavors.

Qualifications

· High School Diploma or higher

· 1+ years of experience in a call center environment preferred.

· Able to type 50+ WPM is required

· Ability to verbally articulate oneself on the telephone is required

· Fluency in MS Office applications that include Word, Excel, and Outlook

· Self-directed, proactive, and good problem-solving skills

· Ability to manage self, manage work & work with others.

· Strong work ethic & self-starter, able to effectively manage multiple priorities & adapt to change within a fast-paced business environment.

· Keenness & flexibility

Essential Skills and Abilities

· Self-starter that can work independently and collaboratively, prioritize tasks and has initiative and excitement to take on unfamiliar tasks

· Demonstrated excellent computer skills with special emphasis on calendaring, presentation, and spreadsheet capabilities (Microsoft products: Word, Excel, Power Point_

· Working knowledge of company policies, procedures, and operations

· Excellent composition, grammar, and business language skills

· Excellent communication and interpersonal skills with the ability to effectively communicate with all levels of management

· Creative, flexible, well organized, resourceful and detail-oriented

· Excellent judgment in handling confidential and sensitive information

· Ability to work independently, set priorities and handle multiple tasks with a high level of efficiency

To ensure the health and safety of our workforce while doing our part to protect those around us, CareConnectMD is requiring proof of full COVID vaccination for employees as a condition of employment, subject to legally recognized accommodations.