Supervisor, Medical Intake Specialist

Imagine360 is currently seeking a Supervisor, Medical Intake Specialist to join the team! The Supervisor, Medical Intake Specialist is responsible for leading a team by providing oversight and guidance on Medical Management non-clinical tasks, processes, and operations. The Supervisor is also responsible for supporting projects across the team and department and additional tasks as needed.

Position Location : 100% Remote

Supervisory Responsibilities:

• Medical Intake Specialists

Responsibilities include but are not limited to:

• Develop training, maintain training materials, and facilitate training for existing and new team members.
• Appropriately escalates difficult issues as needed.
• Review and manage approvals and communications for PTO requests by employees, as directed by the Manager or Senior Manager.
• Responsible for the call queue and appropriate staffing to maintain abandonment rate <3%.
• Responsible for the day-to-day management, oversight, and guidance for the Medical Intake team and their associated tasks; works with employees to problem solve and make operational processes most efficient.
• Support the process to appropriately distribute and prioritize calls received in the telephonic intake queue for the team.
• Act as role model within a team setting to provide mentoring, coaching, and positive outcomes for employees, peers, and overall operations.
• Review QA results to develop educational opportunities for the MIS staff and completes performance improvement plans for scores <90% per policies and procedures.
• Develop daily workflow processes and procedures, as well as develops and implements non-clinical policies and procedures.
• Perform monthly call and chart audit for the MIS staff and reports to UM Manager/Senior Manager.
• Lead the interviewing and hiring processes as needed with UM Supervisor or Manager.
• Refer to licensed clinical staff for oversight/review of clinical information as instructed
• Perform monthly 1:1 coaching with each MIS staff for quality improvement and metrics.
• Responsible for the performance management and corrective action process for all team members in partnership with the Senior Manager.

• Based on high volumes, will manage or delegate daily medical intake tasks and calls. Will create and assign program-specific tasks following approved criteria for task assignments.
• 401k Company contribution
• High school degree of equivalent experience
• Tuition reimbursement
• Prior experience leading a team and managing direct reports.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• 100% Company paid employee premiums for Dental, Vision, STA, & LTD, plus Life Insurance
• Success at leading process improvement initiatives.
• Communicate proactively and effectively with internal or external peers and leadership.
• Administrative and operational experience within the healthcare industry preferred.
• Consistently demonstrate engagement in professional conversation in all internal and external communications (verbal and/or electronic)
• Bachelor's degree preferred but not required.
• Professional development initiatives / continuous learning opportunities
• Ability to demonstrate a commitment to building new skills and fostering a positive work environment within a team setting.
• Lead bi-monthly meetings for MIS team, will participate in department wide meetings and trainings or other job specific events as required by teleconference or onsite.
• Submit IT tickets on system issues as needed for the team.
• Contact provider/facility to confirm the date of service, as indicated per Medical Management Notification Policy & Procedure, with appropriate documentation in case tracking software in compliance with Medical Management Policies and Procedures
• Strong presentation skills.
• Participate in Medical Management quality programs, as well as provide support and project coordination for Medical Management quality initiatives as needed.
• Proven success in managing tasks accurately and on time.
• 20 days PTO to start / 10 Paid Holidays
• Complete data entry of notification and obtain clinical information and/or results of diagnostic testing as indicated per the Medical Management Notification Policy and Procedure in times of high case/call volume.
• Work collaboratively and cross functionally across the Medical Management department.
• Ability to read and interpret documents such as HIPAA compliance, safety rules, operating and maintenance instructions, and policy and procedure manuals.
• Ability to deal with problems and exercise sound judgment involving several concrete variables in standardized situations.
• Opportunities to participate in and support the company's diversity and inclusion initiatives
• Perform all tasks in accordance with HIPAA/PHI guidelines.
• Multiple Health Plan Options, including a 100% Employer Paid Benefit Options
• Experience maintaining a high level of accuracy and attention to detail to perform each essential duty satisfactorily.
• Parental Leave Policy
• Accurately identify and provide HIPAA compliant information to callers regarding medical services requiring notification per Medical Management Notification Policy and Procedures.
• Create and distribute reports for the department and team as need by internal or external requests for data.
• Complete HIPAA training and Trainings assigned by quality team monthly/annually.
• Ability to resolve problems independently and demonstrate ability to multi-task.
• Support other tasks and projects as needed across the department, on time and accurately.
• Advance knowledge and skills using Microsoft Office including Word, Excel, and PowerPoint software; Internet software; Database software.
• 3 years' experience in an administrative or operational role.
• Consistently complete appropriate documentation in software including but not limited to CaseTrakker, GBAS and Docushare per Medical Management Policy and Procedures
• Adhere to established internal regulations regarding Department of Labor, HIPAA, ERISA and department and company policies and procedures.
• Strong verbal and written communication skills.