Intake Coordinator - Casualty Recovery Program

University of Massachusetts Medical School; Westborough (MA); On-site; USD 48,000 - 62,000; Full time

Job summary

University of Massachusetts Medical School is seeking an Intake Coordinator to support the unit by coordinating intake workflows, guiding staff, and ensuring accurate data collection from multiple sources. The role involves advising stakeholders on Unit policies and procedures and reporting to management on workflow status.

The ideal candidate has a Bachelor’s degree or equivalent experience, 1–3 years of customer service, strong analytical and communication skills, and proficiency with

Qualifications

• Bachelor’s degree or equivalent experience.
• 1–3 years in customer service or related business roles.
• Strong analytical, oral and written communication skills.
• Proficiency with Office and web-based applications.

Responsibilities

• Understand intake policies and update as necessary.
• Supervise Intake staff and contribute to annual reviews.
• Coordinate workload, monitor productivity and report results to Manager.
• Use large web databases to obtain member eligibility and case information.
• Train staff on procedural changes and suggest process improvements.
• Oversee mail processing, filing, and other unit duties.
• Research case information via web tools.
• Conduct regular staff meetings to review updates.
• Handle inbound/outbound calls with clients and payees.
• Update client case records accurately with new information.

Skills

Analytical thinking

Communication skills

Customer service

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Job description

Overview

GENERAL SUMMARY OF POSITION:

Under the general supervision of the Manager, or designee, the Intake Coordinator will act as a liaison between Unit staff, external clients and other key stakeholders. The Intake Coordinator will serve as a resource to the staff in matters concerning the Unit and any other issues as assigned by Management staff. This individual will oversee and assist in the intake process with the goal of investigating, collecting and/or retrieving accurate data from various sources and advising members or their designees/agents about Unit policies and procedures according to applicable regulations.

Responsibilities

MAJOR RESPONSIBILITIES:

• Responsible for understanding Intake policies and procedures as they relate to the Unit and updating as necessary.
• Supervise Intake staff and contribute to annual review process.
• Coordinate, monitor, and measure work distribution/productivity/quality levels of Intake staff responsible for opening new cases and submit results to Manager through available communication channels.
• Use large web based databases (MMIS,Cognos & Case Tracking, Beacon & MA21) to acquire member eligibility reports, claims history, and case-head information to aid in case coordination.
• Train Intake staff or temporary staff on procedural changes; and provide input to senior staff and software developers on methods to improve or streamline the Intake process.
• Oversee and assist Intake staff with processing incoming and outgoing mail, closed case filing and reporting, and other Unit related duties as requested or required.
• Research relevant case information through the use of web based applications/tools.
• Conduct regular meetings with staff to review essential Unit and operational updates and ensure consistent implementation of Intake policies and procedures.
• Perform other duties as assigned or required.
• Handle inbound and outbound calls with clients, payees and other parties who have questions, concerns, and requests related to the unit.
• Make accurate and timely updates to client case records (demographic, eligibility, and payment details) as necessary and as determined by incoming information from various sources, including submitted forms and documentation, phone calls, external data files and reports, and system queues.

Qualifications

REQUIRED QUALIFICATIONS:

• Bachelor’s Degree or equivalent experience
• 1 - 3 years of related customer service or business experience
• Strong analytical, oral and written communication skills
• Proficient in Office and Web-based applications

Additional Information

PREFERRED QUALIFICATIONS:

• Paralegal Certificate
• Ability to Research relevant case information at various Probate Courts
• Familiar with Medicaid operations, policies and procedures pertaining to Casualty Recovery, Estate Recovery and Third Party Liability
• Understanding of legal and medical terminology
• Working knowledge of Microsoft Office
• Demonstrated knowledge of public assistance programs preferably Title II and Title XVI of the Social Security Act and those administered by the department of Transitional Assistance or similar public service agency.
• Case management, client assistance or customer service experience
• Fluency in an additional language, preferably Spanish