Intake Coordinator ESP

Harbor Health Services is an innovative, growing, mission-based organization that lives, serves and collaborates with our community members to achieve our mission to help individuals reach their full potential through access to local, affordable services that promote health. Harbor provides medical, behavioral health, dental, and support services to more than 34,000 patients in Boston, the South Shore, and Cape Cod. Harbor Health also operates two Programs for All-Inclusive Care for the Elderly in Mattapan and Brockton, providing comprehensive healthcare, transportation and social services for more than 580 frail elders who continue to live with dignity and independence in the community and a Woman, Infants and Children (WIC) Nutrition Program.  We currently seeking a talented Intake Coordinator to join our team at the Elder Service Plan. 

Harbor Health offers an excellent, comprehensive benefits package including Health, Dental, Vision, Life, & Disability insurance, 403b Savings Plan, Generous Paid Time Off plus 11 additional Holidays and much more! 

Role: 

The PACE Intake Coordinator is responsible for assisting the Enrollment Department in screening and generating vetted leads with the goal of enrollment in PACE. This position will work closely with all members of the Enrollment Department. The Intake Coordinator will  be responsible for providing customer service/phone training to new and existing staff and will be the point person for coordinating and scheduling Minimum Data Set (MDS) and financial assessments, along with tracking of referral sources for the department.

Responsibilities: 

General 

• Receives and researches potential leads, using Customer Relationship Management (CRM) software, internet and other relevant data bases.
• Responsible for the coordination and updating of lead and referral profiles as assigned.
• Applies prescreen checklist to all incoming leads and records scores in CRM.
• Telephones/contacts potential lead or influencer to introduce and answer questions about Harbor Health PACE membership.
• Works within a score system to score clinical/financial eligibility and rank level of interest.  
• Estimates likely enrollment date and enters data into CRM. 
• Maintains and provides enrollment team with CRM reports for current/future enrollment queue. 
• Responsible for targeted monthly vetted leads in an effort to achieve monthly enrollment goals.
• Works closely with the Enrollment Director to report closing ratios and maximize opportunities.

Customer Service

• Adheres to 3-ring standard for answering calls to Harbor Health PACE Sales and Marketing line.
• Adheres to standards of excellence in customer service when speaking with potential enrollees, referral sources, and others who may call into the marketing line.
• Creates schedule for follow up calls/electronic communication in accordance with standards for timeliness and efficiency.
• Works collaboratively with enrollment team seeking advice and consultation as needed to make a pre-eligibility determination.
• Responsible for training new and existing staff on vetting leads and responding to provider orders, including working with other departments to draft workflows and other training materials as requested.

Administrative Responsibilities

• Sorts and distributes mail/faxes related enrollment activities.
• Organizes a schedule of outgoing calls/electronic communication in accordance with sales, marketing and development plans.
• Assists with problem solving and communication to eliminate barriers to enrollment and ensure an excellent experience for potential enrollees and referral sources.
• Shares observations and suggestions about barriers and process improvement with Manager.
• Enters daily updates into CRM as required to ensure that information is current.
• Ensures prompt and accurate delivery of logs and other enrollment tracking tools for management review and statistical analysis.

Other duties

• Demonstrates commitment to PACE mission by actively promoting the autonomy and dignity of PACE program participants.
• Demonstrates commitment to a holistic approach to care by actively engaging in interdisciplinary team planning and communication processes.
• Demonstrates commitment to participant-centered care by actively engaging participants and/or Health Care Proxies in discussion about self-management goals.
• Actively participates in PACE programs and committees.
• Demonstrates the ability to communicate effectively and respectfully through verbal and written skills including documenting in accordance with protocol.
• Displays outstanding customer service skills when interacting with Harbor Health PACE participants, family members, outside providers, potential PACE members, referral sources or others.

Requirements: 

• Associate’s degree in health-related field, marketing or public relations (Or will consider equivalent, substitutable experience)
• At least five years of experience in a role that involves marketing, call center, or similar activity in a health-related setting
• Experience in a healthcare setting, health insurance or Medicaid experience preferred 
• Bilingual preferred (Spanish highly desired)
• Excellent customer service skills
• Excellent organizational skills
• Basic/Intermediate knowledge of Microsoft Office 365 including Word, Excel and Outlook and Teams; must be able to efficiently and effectively navigate windows and web-based programs
• CRM/Salesforce experience a plus
• Must be able to travel in a timely between multiple sites in a timely manner
• Must be able to work non-standard hours when needed

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.