Customer Intake Specialist - Extended Coverage Representative

Medical Guardian

13d•Onsite

About The Position

MedScope (a division of Medical Guardian) is seeking a responsible, organized multi-tasker for its Customer Intake Department. This role involves using a customized system to input new orders received via phone, fax, or email. Responsibilities include verifying order information, communicating with customers or referring sources, navigating healthcare portals, entering and correcting customer data, cancelling accounts, and handling inbound calls and emails. The position requires the ability to work independently and maintain productivity during evening hours with limited supervision, supporting national partnerships. Compliance with HIPAA guidelines is mandatory due to handling confidential health information. The role follows an extended schedule with an overlap of standard team hours and dedicated evening coverage for national partnerships. A daily schedule of 12:00 PM - 8:00 PM EST is required, with an initial 9:00 AM - 5:00 PM EST schedule for the first 30 days for onboarding and training.

Requirements

Ability to work as part of a team, across varying departments.
Compliance with HIPAA guidelines required.
Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future.
Proficiency in the Microsoft Office suite of applications required.
Ability to type at least 40 WPM.
Must complete daily tasks assigned.
Must be detail oriented.
Ability to adapt to changes.
Intelligent individual with excellent oral and written communication skills.
Critical thinker - ability to decipher when things are missing or incorrect.
Accurate and organized - heavy data entry of important information.
Friendly phone demeanor - will be in direct contact with both customers and referring sources.
Team player - will work on the Intake team as well as with other departments daily.
Punctual and reliable with a professional appearance and demeanor.

Nice To Haves

Minimum associate degree in healthcare related field (preferred)

Responsibilities

Monitoring varying queues throughout the day for Intake communication: new orders; updates to existing customer records; service cancellations, etc.
Reading the communication critically to determine what action needs to be taken before completing the task or entering data into company database
Navigating varying healthcare portals and online resources, when applicable, to find specific information needed to process new orders
Identifying when information is missing or incorrect, and taking the needed steps to correct and process the order
Making necessary changes to existing customer records, and cancelling service when needed
Answering phone calls and emails daily
Entering new orders that arrive via phone, fax, or email into the customized system.
Verifying information contained on the order form.
Communicating directly with either the customer or the referring source as needed.
Navigating varying healthcare portals to find customer information needed during the Intake process.
Entering the order and all relevant information into our customized system.
Correcting existing customer records when notified of changes.
Cancelling customer accounts.
Answering calls and emails daily from both customers and care managers.
Completing standard intake processing tasks, including email and fax order entry, when not on calls.