Intake Specialist, Chinese Bilingual

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Receive and accurately log all incoming referrals through phone, fax, email, and referral portals in the intake tracking system in real time.

• Perform initial eligibility screenings to confirm insurance coverage, benefit levels, and ABA service authorization requirements.

• Collect and organize all necessary intake documentation from families and referring providers, which includes diagnostic evaluations, prescription letters, and consent forms.

• Promptly and professionally communicate the receipt of referrals and next-step instructions to families.

• Escalate complex or high-priority referrals to the Lead Intake Specialist as needed.

• **Authorization Support**

• Aid in the preparation and submission of prior authorization requests for ABA services to Medicaid, managed care organizations, and commercial insurance payers.

• Follow up on pending authorization submissions and document status updates in the tracking system.

• Coordinate with clinical staff (BCBAs / LBAs) to gather required clinical documentation in support of authorization requests.

• Identify cases that may require Single Case Agreement (SCA) processing and refer them to the Lead Intake Specialist or SCA Specialist.

• Monitor impending authorization expiration dates and initiate re-authorization outreach under the guidance of the Lead Intake Specialist.

• **Family & Referral Source Communication**

• Reach out to families promptly upon referral receipt to explain the intake process, gather necessary information, and address general inquiries.

• Maintain empathetic and professional communication throughout the enrollment process, understanding that families often navigate a complex and unfamiliar system.

• Address inbound inquiries from families, pediatricians, schools, and other referral sources about intake status, required documents, and next steps.

• Ensure families are informed about any delays, documentation gaps, or payer-related requirements that may impact their enrollment timeline.

• **Documentation & Data Integrity**

• Keep accurate, complete, and current records for all referrals and active intake cases in the designated tracking system.

• Ensure that all intake files adhere to documentation standards mandated by payers and regulatory bodies.

• Conduct regular audits of assigned intake cases to identify missing documents, outstanding items, or stalled pipeline stages.

• Generate status reports on assigned caseload as requested by the Lead Intake Specialist or Director of Operations.

• **Cross-Functional Coordination**

• Collaborate with billing, clinical, and scheduling teams to ensure a seamless transition from intake authorization to active service delivery.

• Participate in intake team huddles, pipeline reviews, and cross-departmental coordination meetings as directed.

• Assist the Lead Intake Specialist with special intake projects, payer-specific workflows, or capacity-driven assignments as necessary.

• Comply with all HIPAA regulations and confidentiality policies when managing client records and communications.

⛳️ Requirements

• High school diploma or equivalent is required; an Associate's or Bachelor's degree in Healthcare Administration, Human Services, Business, or a related field is preferred.

• A minimum of 1–2 years of experience in a healthcare intake, patient access, insurance coordination, or administrative support role is necessary.

• Practical knowledge of health insurance terminology, including prior authorizations, eligibility verification, EOBs, and Medicaid managed care.

• Strong organizational skills with the capacity to manage multiple active cases simultaneously without compromising accuracy.

• Excellent written and verbal communication skills, with a proven ability to communicate sensitively with families navigating healthcare systems.

• Proficiency in Microsoft Office Suite and/or Google Workspace; comfortable learning new intake and tracking systems rapidly.

• Strict compliance with HIPAA regulations and confidentiality standards in all aspects of the role.

• **Preferred**

• Experience in an ABA therapy, behavioral health, or pediatric healthcare intake or patient access setting.

• Familiarity with New York State Medicaid managed care plans, commercial payer prior authorization portals, and ABA-specific authorization requirements.

• Bilingual proficiency in English and Spanish is strongly preferred.

• Experience utilizing electronic health record (EHR) systems, CRM platforms, or intake management software.

• Proven ability to work in structured, process-driven environments with defined performance metrics and turnaround standards.

🏝️ Benefits

• **Join Our Dynamic Team:** Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.

• **Embrace the Opportunities:** Seize daily chances to learn, innovate, and excel. Make a real impact in your field.

• **Limitless Career Growth:** Unlock a world of possibilities and resources to propel your career forward.

• **Fast-Paced Thrills:** Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.

• **Flexibility, Your Way:** Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.

• **Work-Life Balance at Its Best:** Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.