Intake Coordinator – NYIA Support

Duties and Responsibilities include but are not limited to:

● Provide exceptional, patient-centered service with professionalism, empathy, and cultural sensitivity.

● Serve as the primary point of contact for patients requiring NYIA (New York Independent Assessor) evaluations for home care services.

● Educate and guide patients and caregivers through the NYIA assessment process, including required documentation and appointment expectations.

● Schedule, confirm, and prepare patients for NYIA assessments (both virtual and in-person), ensuring all prerequisites are completed and follow up with appeals when needed.

● Proactively follow up with patients to ensure readiness for assessment, including technology checks for virtual visits when applicable.

● Assist patients with ePACES transactions, including code removal and updates, to ensure eligibility alignment and prevent delays in NYIA assessments and MLTC enrollment.

● Coordinate with Medicaid, MLTC plans, and relevant entities to resolve eligibility or restriction code issues in a timely manner.

● Assist patients with Managed Long-Term Care (MLTC) enrollment following NYIA eligibility determinations.

● Communicate effectively with NYIA, MLTC plans, healthcare providers, and internal teams to coordinate care and ensure timely case progression.

● Manage high-volume inbound and outbound calls, emails, and messages with patients, caregivers, and insurance representatives.

● Verify insurance eligibility and benefits (Medicare, Medicaid, MLTC) via portals and direct communication.

● Track and monitor NYIA assessment status, MLTC enrollment progress, and related referrals through completion.

● Accurately enter, update, and maintain patient records, case notes, and documentation in internal systems.

● Identify and escalate barriers (e.g., eligibility issues, missing documentation, code restrictions) that may delay assessment or service initiation.

● Build and maintain strong relationships with community partners and referral sources.

● Ensure strict compliance with HIPAA, Medicaid regulations, and agency policies at all times.

Qualifications and Requirements

● Fluent in English and Mandarin (Required); Cantonese (Preferred).

● Strong understanding of NYIA assessment process, MLTC enrollment, Medicaid eligibility, and ePACES functions preferred.

● Experience handling Medicaid restriction/code removal processes strongly preferred.

● Excellent communication, customer service, and interpersonal skills with a patient-focused approach.

● Highly organized, detail-oriented, and able to manage multiple cases and priorities simultaneously.

● Comfortable handling high call volumes and time-sensitive follow-ups.

● Proficient in Microsoft Office and Adobe Acrobat/PDF editing.

● Experience with ePACES, Maximus/NYIA systems, or MLTC workflows preferred.

● Familiarity with HHA Exchange or similar healthcare systems preferred.

● Ability to quickly learn new systems and adapt to evolving processes.

● Minimum 1+ year experience in intake coordination, healthcare coordination, or customer service role preferred.

● High school diploma or higher required.

Language Requirements

● English (Required)

● Mandarin (Required)

● Cantonese (Preferred)

Pay: $19.00 - $23.50 per hour

Benefits:

• 401(k)
• Gym membership
• Health insurance
• Paid sick time
• Paid time off

Work Location: In person