Intake Coordinator (Customer Service Representative)

The Intake Coordinator serves as a key point of coordination for incoming patients and works closely with internal teams, including clinical specialists, management, physicians, nurses, office staff, case managers, pharmacists, external vendors, patients, and their families.

This role is responsible for coordinating the intake process for new patients under the guidance of the Pharmacy Supervisor or Intake Team Lead. The Intake Coordinator plays an important role in ensuring a smooth and timely onboarding experience while contributing to the overall satisfaction of patients, healthcare partners, vendors, and other stakeholders.

Job Responsibilities:

• Receive and review incoming patient referrals for assigned territories, including insurance information, prescriptions, statements of medical necessity, and relevant clinical documentation required for the authorization process.
• Assist in obtaining the necessary information and documentation required to process referrals, under the direction of the dispensing pharmacist.
• Utilize internal systems and tracking tools to monitor received documentation and ensure information is properly recorded and routed.
• Accurately enter patient information and new referral details into the appropriate internal systems.
• Provide support for incoming referrals across additional territories as needed.
• Maintain follow-up requests and referral logs, ensuring timely coordination and appropriate documentation.
• Collaborate with clinical staff regarding referrals requiring clinical review.
• Contact physician offices, as directed, to request prescriptions, documentation, or other information needed to process referrals.
• Monitor insurance and formulary coverage for incoming referrals and assist with follow-up based on payer requirements.
• Identify and monitor trends related to incomplete referrals, insurance coverage, and formulary requirements.
• Communicate with patients and families regarding referral delays and provide appropriate status updates when necessary.
• Upon completion of the intake and data entry process, forward referrals to the appropriate case manager or team member for further processing.
• Maintain accurate and up-to-date notes, records, and referral logs to reflect the current patient status.
• Update the status of referrals that cannot be serviced due to coverage, network, or contracting limitations and notify the appropriate stakeholders.
• Work closely with clinical, sales, and case management teams to communicate referral updates and patient status.
• Make initial contact with applicable patients to support the intake and coordination process.
• Perform other related duties and responsibilities as assigned.

Requirements

• Strong verbal and written communication skills are required.
• Must be knowledgeable in basic office operations and be able to perform multiple tasks simultaneously.
• Must be able to work under pressure, delineate priorities when workload is abundant.
• Must be able to represent the company in a professional manner.
• Must maintain HIPAA (Health Insurance Portability and Accountability Act) compliance in accordance with the provisions outlined in the company’s Employee Manual and HIPAA manual and understand their obligations under the Privacy Rule.
• Able to perform the essential duties of this position without posing a “direct threat” to the health or safety of self or others.

Benefits

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• A laptop will be provided by the company