12/28/2021
Position Summary
A Back-Office Processor accurately and efficiently processes each incoming request
according to timelines assigned by due date. The objective is to accurately understand and
accommodate customers’ needs with satisfactory solutions.
Responsibilities
• Process incoming requests from patients, MLTC, and aides before due date
• Accurately review all inquiries and reassign them to the correct teams
• Ensure authorization accuracy
• Facilitate timely communications with patients, aides, and MLTC when needed
• Resolve patient service-related issues (e.g., service cancellations by patient, restart of
services, complaints, change in MLTC, missing schedules, discharges, etc.)
• Resolve aide-related issues (e.g., service cancellations by aide, no-call no-shows, aide
swapping, attendance issues, clock-in and -out issues, etc.)
• Resolve aides’ pay-related issues (e.g., direct deposit setup, missing/stolen checks,
PTO requests, in-service payments within required timeframe, etc.)
• Assign tasks and follow through for new patient referrals
• Coordinate with other departments to advance solutions for received issues
• Complete other tasks as required
Qualifications
• Bilingual English/Spanish verbal and written skills required
• Highly responsible and willingness to take ownership of incoming requests to deliver
satisfactory solutions that meet or exceed client expectations
• Detailed-oriented with ability to prioritize, plan, and organize efficiently
• Comfortable working in a fast-paced, highly demanding environment
• Self-motivated problem-solver
• Responsible and proactive
• High school graduate, college preferred
