Intake Specialist - Bilingual (Spanish/English)

Indiana Health Centers•South Bend, IN

About The Position

The Intake Specialist contributes to IHC’s goals for client satisfaction, quality of care, cost competitiveness, and productivity by handling client income documentation, front-office paperwork, electronic medical records, and billing. The role works with other front-office staff to serve clients in the lobby and by phone, complete billing paperwork, and prepare daily reports used to monitor clinic effectiveness. A certified Intake Specialist serves as a navigator with advanced knowledge of the clinic’s process flow and uses that knowledge to assess eligibility for Medicaid, Medicare, sliding fee scales, and payment plans. The position requires knowledge of intake and eligibility work, billing, payment, reception, medical billing practices, electronic medical records, and IHC policies and procedures. Certified Intake Specialists additionally need specialized knowledge of income eligibility rules and Medicaid and Medicare application processes. Work follows established steps and guidelines, including Medicaid rules, and affects both clients’ ability to receive services and the clinic’s ability to receive payment. The role involves routine, structured contact with clients, state agencies, staff, and visitors to coordinate work, provide advice, and resolve recurring issues. Performance is evaluated using goals, productivity measures, employee satisfaction scores, quality indicators, and IHC and site objectives.

Requirements

Graduation from a standard high school or equivalent.
One year of prior experience in an office or health-related position; related education may substitute for experience.
Bilingual in Spanish and English.
Demonstrated office equipment and computer skills, including data entry.
Ability to use Microsoft Word, Excel, Outlook, and electronic health records such as eCW.
Ability to communicate effectively verbally and in writing and interact with a diverse population, including people with a wide range of educational levels and children.
Ability to demonstrate basic mathematics, logical and analytical thinking, detail orientation, accuracy, and timely and efficient work.
Ability to follow standard work practices and established routines, prioritize and organize tasks, manage multiple requests and deadlines, and follow up.
Ability to provide positive customer service, resolve conflicts, negotiate solutions, work effectively with physicians, employees, and patients, and contribute to teamwork.
Indiana Navigator license required for Certified Intake Specialist.

Nice To Haves

Two years of prior experience in an office, preferably including at least six months of experience with IHC or a community service agency.

Responsibilities

Greet clients and visitors and assist with the clinic check-in process.
Schedule appointments and educate clients about documents they need to provide at the time of service.
Answer phones and direct calls accurately.
Enter, maintain, and retrieve data in IHC’s computer system.
Use and maintain electronic medical records, assemble income documents accurately, and keep client information complete and up to date.
Assist with timely completion of daily batches, including migrant worker batches, ensuring superbills are complete and accurate and supporting documents are attached.
Assist with running the daily Variance Report.
Determine eligibility and enroll eligible clients in Medicaid or Medicare Part D, and refer eligible clients to WIC programs.
As a certified Intake Specialist, troubleshoot clients’ billing and payment questions or issues.
As a certified Intake Specialist, draft payment plans for office/practice manager review and approval.
Train others on intake functions and standard work.
Schedule patients, including handling walk-ins, overbooking, and rescheduling, and identify or escalate potential scheduling conflicts.
Counsel clients on the advantages and services provided by Medicaid.
Participate in process-improvement projects and high-performing work teams as required.