Intake Specialist

Bayshore • Markham, ON

1d

About The Position

In this role, you'll be the first point of contact for the onboarding of new customers, setting the stage for a positive experience from the very beginning. You'll play a vital role in ensuring that every customer gets the support and services that they need.

Requirements

• High School Diploma or equivalent
• Required 2+ years of Customer Service, preferably in a health service environment
• Must possess strong PC and data entry skills, analytical and problem-solving skills
• Must be fluent in verbal and written communication and interpersonal skills for both English and French (Applicable for provinces/regions with French language service requirements)

Responsibilities

• Be a Welcoming Voice: Welcome new customers by calling them and/or their families, ensuring that they feel comfortable, supported and are well informed as to what to expect. Let them know of any additional service offerings that they could benefit from, as well as informing them of any obligations that they might have to the business and/or program. Represent the collective team as the official welcoming committee.
• Gather the Details: Carefully collect essential information from customers, healthcare professionals, clients, and/or internal/external partners to determine the service(s) that are required, to fulfill the medication, supply and/or equipment order(s) and/or to determine coverage and/or service(s). Collect the right information, including but not limited to billing and credit card information, insurance and/or reimbursement information. Communicate with clients and/or physicians to obtain clarification on medical documentation or to request any missing documentation that would be required.
• Contact Third Parties: Contact insurance companies and/or other applicable third parties as required to gather policy benefits/limitations (Ie. deductible amount, co-payment, effective date(s), pre-authorization requirements, limitations and any documentation required for fulfillment of their request and/or to process applicable claims.
• Maintain and Keep Things Organized: Accurately record and enter all referral, customer, healthcare, insurance and/or order information and any communication as required in our system, ensuring all details are properly documented. Maintain and update information and accounts. Keep all records neat and tidy.
• Provide Support: Receive and respond to incoming calls, emails and faxes and/or other communication channels from referral sources, potential customers and/or patients and provide basic information, answer general inquiries, demonstrating knowledge and helpfulness, as well as directing them to other team members as required.
• Order Processing: Process the initial order of the Customer, including setting up any subscription/recurring orders and/or financial aid/payment plans as applicable to the program and/or business. Process payments for self-pay customers and/or coordinate billing with other departments as required and submit orders prior to daily cutoffs.
• Be a Team Player: Collaborate with many team members, shared departments and/or internal/external third parties to ensure a seamless customer and client experience. Have a strong knowledge of the overall operations. Review all incoming referrals and based on the required service request, coordinate the fulfillment of any medication, equipment and supply orders as well as arrange any service(s) with the respective teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED