Lead Intake Coordinator

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

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Preferred 

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

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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

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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