Account Support Specialist

Location: New York, NY

Department: Managed Care Solutions

Type: Full Time

Min. Experience: Entry Level

The Company

Integra Partners is a leading, tech-enabled, healthcare benefit management company focused on community-based care. Integra has a core competency in Durable Medical Equipment (DME), Orthotics and Prosthetics (O&P), and works with providers and health plans to facilitate care for hundreds of thousands of patients each year. We have experienced rapid growth with no slowdown in sight.

Our leadership team is amazing (www.accessintegra.com) and focused on what really matters to our business - every employee, every experience, and every customer. With the right people, success is unbounded. This is a truly unique opportunity to take a position with a great company, surrounded by an awesome team.

In 2015, Integra’s management and Tufts Health Plan of Massachusetts acquired the business. Tufts Health Plan is one of the country’s leading, 5-star, private health plans providing healthcare to individuals and employer groups. Integra now operates as a separate financial investment and subsidiary of Tufts Health Plan with a separate board of directors and governance structure. Integra is an innovative and exciting company, with an entrepreneurial culture focused on teamwork and everyday excellence.

Scope and Responsibility

Reporting to the Direction of MCS, the Account Support Representative will serve as the primary point of contact for escalations stemming from payor inquiries across the 55 health plans that Integra currently partners with. Through the pursuit of delivering WOW customer experiences you will have a positive impact on the order fulfillment process impacting the member and health plan experience. You will be contributing to Integra’s mission by removing friction from the complex healthcare delivery system. 

What Success Looks Like

  • Provide total customer care for all inbound payor inquiries. This may include but is not limited to; facilitating the coordination of care, responding to retrospective complaints or grievances, difficulty identifying an in-network vendor, and escalations that result from a payors experience with Clear – Integra’s proprietary logistics platform
  • Build relationships and engage with front line payor personnel including nurses, discharge planners, and care navigators
  • Educate payor personnel on Integra’s value proposition and the most efficient means in which they should be interacting with Integra and its respective departments
  • Ability to assess a situation and ask the appropriate questions to resolve issues as quickly and efficiently as possible
  • Think outside of the box to deliver coordination solutions to our payor clients with the support of other departments
  • Receive and respond to health plan Grievance and Appeals Department Requests. This process will include synthesizing events that have occurred and providing written solutions to the health plan. Outreach to payor, provider, patient, and/or care giver may be required to gain additional information
  • Demonstrate proper business judgement to appropriately escalate inquires to the MCS Director and/or other departments
  • Develop open lines of communication and log internal and external interactions to create a standardized reporting process
  • Update and inform Account Managers of your day-to-day activities related to their respective accounts to ensure they are aware of all payor interactions
  • Perform Sales-support related administrative tasks including scheduling sales meetings, creating marketing content such as PowerPoint slides, along with light excel based analytics
  • Assist different departments with internal and external reporting needs and data extracts as required
  • Identify trends from payor inquiries and report back to the team with updates and recommendations to mitigate 
  • Coordinate or independently complete special projects according to manager’s general instructions. This may include assisting the manager and other staff members with complex and detailed client projects

Requirements

  • Bachelor’s Degree is preferred
  • Experience in a client facing role
  • High energy and passion (not looking for a 9 to 5)
  • Self-motivated to learn new skills, take on additional responsibility, and own key tasks
  • Strong client account management skills and relationship development experience
  • Ability to think outside of the box to deliver solutions for your clients
  • Entrepreneurial spirit and desire to create and present new ideas and improvements
  • Demonstrated ability to work with colleagues across multiple departments
  • Excellent oral and written communication skills are required (work sample maybe requested)
  • Desire to learn with the ability to ask the right questions to form a solution with solid process and judgment
  • Prior experience with a CRM, preferably Salesforce.com, is a plus
  • Proficiency with MS Word, PowerPoint, and Excel (formal training can be provided for the right candidate!) 
Forward this Position
Recipient email address (one)
Your name
Your email address
Enter a message (optional)
Human Check*
Apply for this Position
* Required fields
First name*
Last name*
Email address*
Location
Phone number*
Resume*

Attach resume as .pdf, .doc, or .docx (limit 2MB) or paste resume

Paste your resume here or attach resume file

Cover Letter*
In 150 characters or fewer, tell us what makes you unique. Try to be creative and say something that will catch our eye!*