Providing high-quality support to healthcare providers contacting the call center to initiate referral authorizations or check the status of existing requests
Respond promptly and professionally to incoming calls from providers
Accurately gather, verify, and enter provider and member information into the appropriate systems
Review and process referral authorization requests according to established UM protocols
Collaborate with clinical and administrative staff to resolve issues
Provide clear, concise, and courteous information regarding UM processes
Monitor call queues and manage multiple tasks
Identify and escalate complex or urgent cases to the appropriate staff
Maintain thorough documentation of all interactions and transactions
Participate in ongoing training and quality assurance activities

1 or more years administrative or technical support experience
Excellent verbal and written communication skills
Working knowledge of MS Office including Word, Excel, and Outlook in a Windows based environment
Must have accessibility to high speed DSL or Cable modem for a home office (Satellite internet service is NOT allowed for this role)
Bachelor's Degree in Business, Finance or a related field (preferred)
Prior member service or customer service telephone experience desired
Experience with Utilization Review and/or Prior Authorization, preferably within a managed care organization

medical, dental and vision benefits
401(k) retirement savings plan
time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
short-term and long-term disability
life insurance
many other opportunities

Utilization Management Administration Coordinator, Phone Intake

Key skills