Lead Intake Coordinator

Company :

Highmark Inc.

Job Description :

JOB SUMMARY

This position will serve as the SME for the team they are assigned. This role will support being an escalation point for the production team members, ensuring appropriate level of support to ensure compliance and timeliness. This role will assist the supervisor in monitoring the day to day functions of the production team including running reports to populate production metrics and identifying opportunities for additional training for team members. This role will be required to perform a certain level of production each month, as determined by the manager to ensure compliance with DLP changes. This role will be required to support production in any capacity if the inventory requires support.

ESSENTIAL RESPONSIBILITIES

• Serve as primary escalation point for all production team members, ensuring compliance and quality targets are met.
• Assist the Supervisor in monitoring daily production of team members and identify team members that require additional training. Bring trends to the attention of the Supervisor.
• Responsible for the creation of the daily metric review (huddle) review with the production team. In the Supervisor's absence, the lead will communicate the information during huddle.
• Monitor errors reported by the quality and audit team and bring trends to the attention of the Supervisor.
• Perform a certain level of production each month as determined by the manager.
• Other duties as assigned or requested.
  
  
  

EXPERIENCE

Required

• 5 years of progressive experience in customer service and/or other related fields
• 3 years of healthcare Industry experience
  
  
  

Preferred

• 3 years of Working knowledge of medical procedures and terminology
• 3 years of Health Care claims, Health Insurance and Benefit Administration
  
  
  

SKILLS

• Possess good written and oral telephonic communication skills
• Ability to navigate through multiple systems simultaneously
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and digital fax
• Ability to interact well with peers, supervisors, and customers
• Problem-Solving
• Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services.
• Ability to understand the implications of new information for both current and future problem-solving and decision-making.
• Ability to give full attention to what other people are saying, take time to understand the points being made, ask questions as appropriate and not interrupt at inappropriate times
• Ability to solve complex issues on multiple levels, and solve problems independently and creatively
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  
  
  

EDUCATION

Required

• High School/GED
  
  
  

Substitutions

• None
  
  
  

Preferred

• None
  
  
  

LICENSES or CERTIFICATIONS

Required

• None
  
  
  

Preferred

• None
  
  
  

Language (Other than English):

None

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office- or Remote-based

Teaches / trains others

Occasionally

Travel from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Constantly

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Never

Disclaimer : The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

$21.53

Pay Range Maximum:

$32.30

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf )

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.

For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

California Consumer Privacy Act Employees, Contractors, and Applicants Notice