Intake Coordinator

Alera Group•Mount Laurel Township, NJ

4d•Hybrid

About The Position

AbSolve Absence Solutions, an Alera Group company, is seeking an Intake Coordinator for its Mount Laurel, New Jersey team. The role is part of the Employee Benefits team and serves as a first point of response for employers and employees seeking assistance with absence, disability, and claims matters. The coordinator provides a caring, responsive, and problem-solving customer experience while helping employees understand policies, benefits, and claims procedures. The position begins in the office for approximately six months of training and then transitions to a hybrid schedule. The stated hours are Monday through Friday, 8:30 a.m. to 5:00 p.m. EST. The posting also identifies the location type as hybrid, with two or fewer days in the office, and says non-local or remote-only applicants need not apply.

Requirements

Experience in claims processing, benefits administration, or insurance customer service.
Ability to explain policies and guide employees through complex processes.
Strong communication and organizational skills.
Accuracy in data entry and compliance with confidentiality regulations.
Ability to manage multiple priorities, handle sensitive information, and coordinate effectively across departments.

Responsibilities

Provide employees with policy and claim information, guide them through the claims process, and assist with claim submissions.
Make outbound calls to obtain missing information on incomplete claims and accurately document required data in the claims system.
Manage incoming calls and communications, determine the nature of requests, and direct complex inquiries to specialized departments.
Guide employees through leave-of-absence and disability claims procedures and requirements, and verify eligibility and benefit coverage.
Handle employee interactions sensitively and maintain confidentiality.
Collect necessary information and enter it accurately, completely, and promptly into claims software in accordance with internal standards and compliance regulations.
Exercise discretion when collecting, discussing, and documenting sensitive information.
Send acknowledgment and authorization correspondence promptly and process incoming claims in accordance with regulatory and compliance requirements.
Redirect quality-of-care and service-related complaints to the contact center manager.
Coordinate requests for additional information and explanations of benefits with the appropriate claims department operational area.
Handle incoming emails, faxes, and voicemail messages promptly and accurately.
Complete project work and other assigned tasks in support of departmental goals and timelines.