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Intake Coordinator - Senior Network Health

Department:  SNH CALL CENTER

Job Details

Req Id    74605 
Department    SNH CALL CENTER 
Shift   Days
Shift Hours Worked    7.50 
Work Schedule    GENERAL BENEFITS 
Employee Status    A1 - Full-Time 
Union  Non-Union

Job Summary

Job Summary: Responsible for the operational aspects of the referral intake process. Intakes all necessary information for Continuing Care Service referrals. Provides complete and accurate referral information to the appropriate affiliate agency or agencies. Provides administrative and technical support to the Case Management and Utilization personnel. Acts as a resource to Care Managers. Responsible for computer database entry of provider and member information, initial and revisions. Participates in departmental educational in-service, CQI activities and provider/member educational sessions

Core Job Responsibilities

  • Receives referral information from multiple sources, answers incoming telephone calls and handles appropriately.  To score as exceeds, must work with supervisor and other members of the team to ensure all calls and referrals are responded to by the close of business each day
  • Assists members with answering questions, rescheduling appointments, setting up transportation, housekeeping, home safety modifications, as well as assisting with any other needs and issues. To score as exceeds, must be proactive in improving member satisfaction, make recommendations on utilizing the service recovery program, and exhibit exemplary customer service skills.

  • Follows established guidelines for referral intake and distributes referral to appropriate affiliate organization(s).

  • Responsible for preparing and sending out member or referral information, following all confidentiality and HIPAA policies, to health care providers, members, affiliate organizations and member physicians as assigned by supervisor.

  • Works with supervisor to complete all necessary paperwork and CQI activities in a timely manner. 

  • Responsible for setting up admission packets and other SNH enrollment paperwork as directed by supervisor.

  • Performs clerical duties, such as filing, typing, copying, faxing, and taking messages, as directed by supervisor.  

Education/Experience Requirements

Requires (1) a High School diploma with a minimum of 3 to 5 years medical office/customer service experience.  Skills necessary include excellent computer, writing and communication skills.

Licensure/Certification Requirements


EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

Nearest Major Market: Utica