Lead Intake Coordinator

Company :

Highmark Inc.

Job Description :

This position will serve as the SME for the team they are assigned. This role will support being an escalation point for the production team members, ensuring appropriate level of support to ensure compliance and timeliness. This role will assist the supervisor in monitoring the day to day functions of the production team including running reports to populate production metrics and identifying opportunities for additional training for team members.

This role will be required to perform a certain level of production each month, as determined by the manager to ensure compliance with DLP changes. This role will be required to support production in any capacity if the inventory requires support.

• Serve as primary escalation point for all production team members, ensuring compliance and quality targets are met.
• Assist the Supervisor in monitoring daily production of team members and identify team members that require additional training. Bring trends to the attention of the Supervisor.
• Responsible for the creation of the daily metric review (huddle) review with the production team. In the Supervisor's absence, the lead will communicate the information during huddle.
• Monitor errors reported by the quality and audit team and bring trends to the attention of the Supervisor.
• Perform a certain level of production each month as determined by the manager.
• Other duties as assigned or requested.

• 5 years of progressive experience in customer service and/or other related fields
• 3 years of healthcare Industry experience

• 3 years of Working knowledge of medical procedures and terminology
• 3 years of Health Care claims, Health Insurance and Benefit Administration

• Possess good written and oral telephonic communication skills
• Ability to navigate through multiple systems simultaneously
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and digital fax
• Ability to interact well with peers, supervisors, and customers
• Problem-Solving
• Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services.
• Ability to understand the implications of new information for both current and future problem-solving and decision-making.
• Ability to give full attention to what other people are saying, take time to understand the points being made, ask questions as appropriate and not interrupt at inappropriate times
• Ability to solve complex issues on multiple levels, and solve problems independently and creatively
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

• High School/GED

• None

• None

• None

• None

None

0% - 25%

Position Type

Office- or Remote-based

Teaches / trains others

Occasionally

Travel from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Constantly

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Never

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as…