Intake Coordinator

Full-time Non-Exempt

100% Remote within the United States

$18 - $22/hour

ABOUT EXPRESSABLE

Expressable is a virtual speech therapy practice on a mission to transform care delivery and expand access to high-quality services, serving thousands of clients since our inception in late 2019. We are passionate advocates of parent-focused intervention. Our e-learning platform contains thousands of home-based learning modules authored by our clinical team, helping SLPs empower caregivers to integrate speech therapy techniques into their child’s daily life and improve outcomes. Our mission is to set a new standard in speech therapy by  making every caregiver a champion of their loved one’s success. We envision a world where everyone can fulfill their communication potential.

WORK AUTHORIZATION: We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas at this time.

WHAT YOU WOULD BE DOING AT EXPRESSABLE

• Provide an outstanding customer experience in support of patient, referral, or insurance inquiries and conduct timely follow-up with all clients and referring parties. 

• Consistently meet all service level agreements (SLAs) and performance metrics throughout the client journey, optimizing intake/onboarding and re-authorization efficiency to facilitate a timely start/continuation of services and prevent delays in care.

• Submit appropriate documentation for prior authorization utilizing appropriate 3rd party systems and processes and correctly determine benefit limits/utilization.

• Work closely with clinical staff to understand patient needs and treatment plans and communicate authorization status and any issues to speech therapists and administrative staff.

• Create and update information in electronic health records and CRM.

• Conduct client outreach via phone, text, and email to collect required documentation and communicate basic information/answer questions regarding speech therapy services.

• Properly escalate items needing attention.

• Check and document insurance requirements with accuracy and ensure contract compliance.

• Ensure work is performed in compliance with company policies, including HIPAA and other regulatory, legal and safety requirements.

QUALIFICATIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

WHAT YOU BRING TO EXPRESSABLE

• At least 2 years of experience working in client intake,  patient/member services, insurance verification personnel, or as a medical front office representative

• Well-versed in prior authorizations, with in-depth knowledge of HMOs, PPOs, Commercial Payers, HSAs/FSAs, Medicaid, and Medicare

• Adept at interacting with a wide variety of insurance plans in multiple states each day.

• Ability to collaborate with a fully remote team

KEY COMPETENCIES FOR SUCCESS IN THIS ROLE

• Professionalism: Approaches others in a tactful manner. Reacts well under pressure. Treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions. Follows through on commitments.

• Attention to Detail: Double-checks the accuracy of information and work product to provide accurate and consistent work. Provides information on a timely basis and in a usable form to others who need to act on it. Carefully monitors the details and quality of own and others' work.

• Customer Service: Manages difficult or emotional customer situations. Responds promptly to customer needs. Solicits customer feedback to improve service. Responds to requests for service and assistance. Meets commitments and obligations.

• Dependability: Follows instructions and responds to management direction. Takes responsibility for own actions. Keeps commitments necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan. Responds to inquiries reliably and in a timely manner.

• Adaptability/Flexibility: Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change, delays, or unexpected events.

• Planning/Organizing: Prioritizes and plans work activities. Uses time efficiently. Plans for additional resources. Sets goals and objectives. Adept at organization or scheduling other people and their tasks. Develops realistic action plans.

COMPUTER SKILLS

Competency in office productivity and collaboration tools such as MSOffice/Teams or Google Suite and Slack. Familiarity with Salesforce or other CRM platforms

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This job consists of sedentary work that primarily involves sitting/standing. While performing the duties of this job, the employee is regularly required to type on a computer keyboard to write documentation and prepare reports. Visual and auditory acuity must be high enough to view computer screens, read documents communicated via electronic transmission such as email, shared drives, and chats, and participate in teleconferencing. This job operates in a remote home office utilizing standard office equipment such as computers, tablets, monitors, and telephone.

TRAVEL

None

NOTES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

BENEFITS AT EXPRESSABLE

• Exceptional paid time off policies that encourage and support life balance

• 401k matching to ensure our staff have what they need to enjoy their retirement

• Health insurance options that ensure well being for the whole person and their family

• Company paid life, short-term disability, and long-term disability coverage

• Remote work environment that strives for connectivity through professional collaboration and personal connections

MORE ABOUT EXPRESSABLE
Expressable values people. From the technology we develop, the services we provide, and the culture we maintain, Expressable cares about the experience of our employees, clients, and prospects. We intentionally create and sustain supportive environments in which everyone - clients, caregivers, speech-language pathologists, and team members - can achieve their highest potential.

We believe that building trusting and collaborative relationships is paramount to delivering quality care so we operate with the highest levels of honesty, transparency, and accountability as individuals and a collaborative team. We believe that transforming therapy happens through the steady and iterative problem solving of an interdisciplinary team.

Expressable is an equal opportunity workplace. We celebrate and embrace diversity and are committed to building a team that represents a broad tapestry of backgrounds, perspectives, and skills.

Expressable is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Expressable will take the steps to ensure people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact us at hr@expressable.io.

E-VERIFY

Federal law requires all employers to verify the identity and employment eligibility of all person hired to work in the United States. Expressable participates in E-Verify.

E-Verify Participation Poster

E-Verify Right to Work Poster