Intake Specialist - Bilingual (Spanish/English)

Indiana Health Centers, Inc.•South Bend, IN

10h

About The Position

The Intake Specialist contributes to IHC’s goals for client satisfaction, quality of care, cost competitiveness, and productivity by managing 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 determine eligibility for Medicaid, Medicare, sliding fee scales, and payment plans. The position requires general knowledge of eligibility, billing, payment, reception, and IHC procedures; the certified role additionally requires expert knowledge of income eligibility rules, verification and application processes, medical billing, and related documentation requirements. The role follows established procedures and guidelines, including Medicaid requirements. Its work affects the accuracy and reliability of subsequent processes and services, clients’ ability to receive care, and the clinic’s ability to receive payment. Contacts are primarily routine and structured and include clients, state agencies, staff, and visitors.

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 ability is required; the job title specifies Spanish and English.
Indiana Navigator license is required for a Certified Intake Specialist.
Ability to demonstrate basic mathematics, logical and analytical thinking, and effective verbal and written communication.
Ability to interact effectively with a diverse population, including children and people with varying educational levels, and maintain effective relationships with physicians, coworkers, and patients.
Ability to provide positive customer service in person and over the phone, resolve conflicts, think creatively, and negotiate solutions.
Ability to follow standard procedures reliably, adapt established routines when needed, and demonstrate proficiency in patient scheduling, including walk-ins, overbooking, and rescheduling.
Ability to demonstrate knowledge of Medicaid and Medicare requirements and counsel clients about Medicaid services and advantages.
Ability to recognize and troubleshoot scheduling conflicts or alert others to potential problems.
Ability to take initiative, prioritize and organize tasks and time, follow up, maintain accuracy and attention to detail, and meet multiple deadlines.
Knowledge of standard office practices and procedures.
Ability to operate general office equipment and use computers, perform data entry, and use Microsoft Word, Excel, Outlook, and electronic health records such as eCW.

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 explain which documents clients need to bring to their appointments.
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 billing batches, including migrant worker batches, ensuring superbills are accurate and complete and supporting documents are attached.
Assist with running the daily Variance Report.
Determine eligibility and enroll eligible clients in Medicaid or Medicare Part D; refer eligible clients to WIC programs.
For certified Intake Specialists, troubleshoot patients’ billing and payment questions or issues.
For certified Intake Specialists, draft payment plans for office or practice manager review and approval.
Follow standard work practices and procedures and participate in process-improvement projects and high-performing work teams.
Train others on intake functions and standard work.