The Intake Coordinator, via incoming calls, emails, faxes or website, assists with the computer
intake of all demographics information on the patient/member and determine whether services
requested require precertification based on the employer’s/Third Party Administrator’s contract with
MedWatch based on NCQA, URAC and state standards. This is a remote position with no requirement to commute to an office. 

Education:

• High School Diploma

Experience:

• Excellent data entry and typing skills
• Basic Computer skills/proficient in relevant computer applications
• Medical Terminology
• Ability to handle multiple complex tasks simultaneously with attention to detail and accuracy
• Knowledge of customer service principles and practices
• Some experience in a call center or customer service environment
• Verbal, written and listening communication skills
• Stress tolerance and team work

Requirements/Skills:

• Excellent data entry and typing skills
• Basic Computer skills/proficient in relevant computer applications
• Medical Terminology
• Ability to handle multiple complex tasks simultaneously with attention to detail and accuracy
• Knowledge of customer service principles and practices
• Some experience in a call center or customer service environment
• Verbal, written and listening communication skills
• Stress tolerance and team work
• Good organizational skills and time management
• Excellent verbal and written communication skills
• Ability to handle difficult situations tactfully and diplomatically.
• Effective problem solving and decision-making skills.
• Strong computer skills with proficiency in MS Office Suite products (Word, Excel, PowerPoint)

Duties and Responsibilities:

• Handle all incoming MedWatch calls (i.e. start cases, do call logs, forward calls, provide case status, provide claims phone #’s, etc…)
• Make outgoing calls for MedWatch (demos, information for case completion, etc…)
• Make outgoing calls for Bill to Dates and Discharge dates for the nurses
• Complete incoming electronic Webcerts
• Send out CM Reports/Invoices
• Send out Path letters for MW cases
• Handle incoming Path letter responses
• Attach and distribute faxes – anywhere from 100 to 200 per day (sometimes entails opening cases from faxes)
• Make outgoing calls to DMTHR patients introducing nurse and program and transferring case to DM nurse
• Take calls from DMTHR patients explaining program and transferring case to DM nurse
• Check to see if there are any miscellaneous requests from nurses in emails (regarding cases to be opened, changes made to info in cases, etc..)
• Check CM Inbox to see if there are any emails that need to be addressed (i.e. new CM case opened, answering questions regarding UR procedures, etc…) [Heather, Michelle, Sherri]
• Verify patient and provider demos – correct and/or complete when needed
• Handle fax failures, researching fax #’s and re-faxing manually when necessary Fax PA Reviews for nurses
• Create cheat sheets, documents, spreadsheets, correspondence, etc…
• Set Follow-up dates for HRA’s in DM
• Make calls to DM patients introducing nurse and program
• Handle mailing for UR, CM and DM
• The incumbent may be responsible for duties or responsibilities that are not listed in this job description. Duties and responsibilities may change at any time with or without notice.

APPLY HERE: Medical Intake Coordinator

***Candidates must reside in Texas to be considered for this position.***

Successful candidates will start employment with TRS effective October 15, 2026, and must report in-person to our Austin Mueller office that day for New Employee Orientation. 

As part of the interview process, selected applicants will be asked to complete a pre-interview assessment along with a short video interview. The assessment and link to the interview will be emailed to the applicant. Instructions for each will be included in separate emails. If selected, final candidates must be available for an extended virtual interview and call simulation.  

Telephone Counselor Associates provide benefit counseling services to members and others in an on-the-job training environment and will proactively work with the Contact Center team, Pension Services staff, and agency employees.

Telephone Counselor Associates participate in a formal classroom training program and spend time with an on-the-job training (OJT) coach before answering phone calls on their own. During the initial classroom training, work hours are 8:00 AM (CST) to 5:00 PM (CST), Monday through Friday. Member Services hours of operation are 7:00 AM (CST) to 6:00 PM (CST). After training,  regular shifts may begin between 8:30 AM (CST) and 9:30 AM (CST), based on business needs, and include a 30-minute lunch. Closing requires handling calls remaining in queue after 6:00 PM (CST).

WHAT YOU WILL DO:

Benefit Counseling
• Participates in the TRS Benefit Counseling training program.
• Counsels members and assists school district officials regarding the full range of TRS benefit options.
• Explains benefit options, including eligibility requirements and limitations, and provides general information and referral services on related benefit programs such as Social Security and Medicare.
• Resolves and responds to telephone inquiries and complaints.
• May research and resolve complaints and problems regarding service and disability requirements, projected benefits, health benefits, refunds, death benefits, purchase of special services, post retirements, district reporting requirements, agency forms, and other issues.
• Determines and explains benefit options and associated taxes.
• Determines, recommends, and implements appropriate actions to resolve issues and process member requests, including informing and making recommendations to members and school district officials on necessary measures.
• Interprets and explains applicable TRS rules, regulations, policies, procedures, processes, and forms.
• Receives and processes requests for informational booklets and forms.
• Documents and maintains member records by updating information into the computer database, including collecting and recording accurate notes for member files.

Performs related work as assigned.

WHAT YOU WILL BRING:

Required Education
• High school diploma or GED.
• Education and experience may substitute for one another.

Required Experience
• One (1) year of full-time experience in a call center, contact center, banking, accounting, claims processing, benefit processing, or other customer service related experience involving interpreting, applying, and communicating complex laws, regulations, and policies.
• Navigating and using computer systems and applications, such as Microsoft Office and virtual meeting software.

Preferred Qualifications
• Associate’s or Bachelor’s degree from an accredited college or university.
• Experience interpreting, applying, and communicating complex laws, regulations, policies, and procedures.
• Experience providing in-person customer service in financial services, pension benefits, or health insurance.
• Experience with Claims processing or benefits processing.
• Bilingual in English and Spanish.

Knowledge of
• TRS benefit programs.
• Modern office practices, systems, and equipment.

Skill in
• Interpreting, explaining, and applying complex laws, regulations, policies, and procedures.
• Planning, organizing, and prioritizing work assignments to manage a high-volume workload in a fast-paced and changing environment, completing detailed work accurately.
• Analyzing problems and devising effective solutions.
• Using a computer in a Microsoft Windows environment with word processing, SharePoint, and other business software.
• Effective written and verbal communication, including telephone communication and active listening skills.
• Providing quality customer service.
• Efficiently and accurately documenting information into various computer systems.

Ability To

• Provide member support by telephone and written channels, including secure messages, for prolonged periods, in a high-volume contact center environment.
• Establish and maintain harmonious working relationships with co-workers, agency staff, TRS members, school district officials, and other contacts and work effectively in a professional team environment.
• Work occasional overtime, weekends, or extended hours as needed to manage the team workload.

APPLY HERE: Telephone Counselor Associate (Remote – Texas Residents)