Position Overview 

The Intake/Claims Coordinator serves as the first point of contact for claimants and claimant family, providing exceptional customer service and administrative support. This role is responsible for managing incoming calls, the administrative email, and directing inquiries to the appropriate departments, and assisting clients with general questions. The representative ensures a welcoming and professional atmosphere while supporting the overall efficiency of the office.  This role will also serve to help our Programs by working closely with our claims department by helping review documentation. The position maintains good rapport and communications while partnering with the Program’s team members. The position is Exempt under the Fair Labor Standards Act (FLSA). This role supervises no employees and reports to Claims Manager. 

Essential Duties: 

Customer Service: 

• Answer and direct incoming calls promptly and professionally. 
• Greet clients and visitors warmly and assist with inquiries or appointments. 
• Address basic customer questions related to insurance policies, claims, or payments, and escalate complex issues to appropriate team members. 

• Maintain and update client records in the agency’s database. 
• Manage mail, fax, and correspondence efficiently. 
• Assist with billing reminders and payment processing.

• Work collaboratively with staff to ensure seamless communication. 
• Support agency operations by handling administrative tasks and projects as assigned. 

• Adhere to insurance regulations and confidentiality requirements. 
• Ensure all customer data and interactions are handled securely and professionally. 

Preferred Qualifications 

• The ideal candidate will have outstanding communication skills and a client-focused approach, ensuring each customer interaction is handled with care and efficiency. 

• Great multi-tasker and ability to adapt to new tools 

• Thrives in high-paced environment. Must handle a continuous stream of customer interactions, always ensuring accuracy and professionalism 

• Direct experience with medical claims or similar work industry 

 
Qualifications 

• Education: High school diploma or equivalent (required); college coursework in business or customer service is a plus. 

• Experience: 1–2 years of experience in a high-volume customer service or administrative role (insurance experience preferred). 

Skills: 

• Strong verbal and written communication skills. 

• Proficiency in office software (e.g., MS Office, CRM systems) and phone systems. 

• Excellent multitasking and time management abilities. 

• Ability to remain calm and professional under pressure. 

• Experience using Slack and Asana