Intake Supervisor Jobs

About The Role

The Intake Supervisor manages the daily operations of the Intake Coordinator team providing direct guidance and support with authorization creation, caller escalation and investigation of complex cases. The Intake supervisor interacts with the Utilization Review and Medical Management team to support the plans clinical operations. The Supervisor of the Intake Coordinator reports to the Customer Service Manager and/or the Vice President, Customer Service.

Primary Responsibilities

• Provides mentoring and ongoing training of staff to enhance performance.
• Manages departmental call activity and ensures appropriate staffing levels and scheduling to meet department KPI’s (Key Performance Indicators).
• Answers and handle call center calls when needed to ensure meeting KPI levels.
• Conducts impact analysis of any changes to service team operations to ensure internal customers are consulted and informed of pending operational changes prior to implementation.
• Conducts quality call monitoring review sessions with the Customer Service Manager to coach performance and identifies additional training needs.
• Participate in activities designed to improve customer satisfaction and business performance.
• Supervises and supports the Intake Coordinators daily activities.
• Support projects and other departments in completing tasks when directed by management.
• Manages special projects and allocates resources as needed.
• Works with Customer Service Manager and Vice President to identify call reduction efforts and executes strategies accordingly.
• Supports and mentors the Team Leaders and SMEs as needed. Handles caller escalations and resolves as needed.
• Collaborate with Network management team, Account Managers and Sales teams to gather feedback to enhance service performance.
• Interacts with UR and Medical Management team to support the plans intake and approval procedures.
• Provides support to Intake Coordinators and Customer Service Representatives as needed.

Essential Qualifications

The successful candidate will have experience in a high-volume call center, experience with claims inquiry and claims review procedures, knowledge of medical specialties, fee schedules, complaints and appeals and call center responsibilities. Previous experience in a physician’s office, group practice, clinic or hospital-based practices. Prior experience in a similar role with another healthcare plan, large group medical practice manager, physician office manager. General knowledge of medical terminology, medical specialties and HIPAA Confidentiality laws.

• Current knowledge of workers compensation and legislative issues a plus.
• Bachelor’s degree preferred, but not required.
• Previous multi-channel experience (i.e., voice, email, and chat) a plus.
• Knowledge of CPT codes, ICD-9 Ability to learn quickly.
• Strong time management skills.
• HS diploma or GED is required.
• Proficiency in healthcare transactions systems, CRMs, quality call tools and monitoring systems.
• Experience managing call center volume through use of ACD systems.
• Knowledge of managed care procedures, claims payment policies.
• Ability to create staffing schedules and analyze call center volume, trends to Knowledge of basic computer operations.
• Previous experience in case management handling or utilization review in a healthcare plan, or similar organization, knowledge of health insurance claims practices a plus.
• Prior experience managing teams in a customer call center.
• Courteous with strong customer service orientation.
• Familiarity with medical terminology a plus
• Strong skills in medical record review.
• Previous experience in quality call monitoring and performance coaching, counseling and progressive discipline.
• Intermediate knowledge of Microsoft Office including Word, Excel, Access, PowerPoint and Outlook.

About

At Brighton Health Plan Solutions, LLC, our people are committed to the improvement of how healthcare is accessed and delivered. When you join our team, you’ll become part of a diverse and welcoming culture focused on encouragement, respect and increasing diversity, inclusion and a sense of belonging at every level. Here, you’ll be encouraged to bring your authentic self to work with all of your unique abilities.

Brighton Health Plan Solutions partners with self-insured employers, Taft-Hartley Trusts, health systems, providers as well as other TPAs, and enables them to solve the problems facing today’s healthcare with our flexible and cutting-edge third-party administration services. Our unique perspective stems from decades of health plan management expertise, our proprietary provider networks, and innovative technology platform. As a healthcare enablement company, we unlock opportunities that provide clients with the customizable tools they need to enhance the member experience, improve health outcomes and achieve their healthcare goals and objectives. Together with our trusted partners, we are transforming the health plan experience with the promise of turning today’s challenges into tomorrow’s solutions.

Come be a part of the Brightest Ideas in Healthcare™.

Company Mission

Transform the health plan experience – how health care is accessed and delivered – by bringing outstanding products and services to our partners.

Company Vision

Redefine health care quality and value by aligning the incentives of our partners in powerful and unique ways.

DEI Purpose Statement

At BHPS, we encourage all team members to bring your authentic selves to work with all of your unique abilities. We respect how you experience the world and welcome you to bring the fullness of your lived experience into the workplace. We are building, nurturing and embracing a culture focused on increasing diversity, inclusion and a sense of belonging at every level.

• We are an Equal Opportunity Employer

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