Role Description As a Behavioral Health Intake Associate , you will serve as the first point of contact for members, providers, and facilities seeking behavioral health services. This role is ideal for a detail-oriented professional who enjoys working in a fast-paced environment, managing multiple priorities, and ensuring accurate and timely processing of service requests. You will play a critical role in: - Reviewing authorization requirements - Creating and assigning cases - Facilitating communication between members, providers, and internal teams to support quality behavioral healthcare delivery Qualifications - High School Diploma or equivalent - 1–2 years of experience in a clerical or administrative role within a fast-paced office environment - 1–2 years of healthcare or medical office experience with direct interaction with healthcare providers - 1–2 years of customer service experience - Proficiency in Microsoft Outlook and Microsoft Word - Intermediate computer and keyboarding skills - Strong organizational and time management skills - Ability to manage repetitive tasks with a high degree of accuracy and attention to detail - Excellent verbal and written communication skills - Ability to work independently and effectively prioritize multiple assignments - Knowledge of HIPAA regulations and commitment to maintaining confidentiality Requirements - Serve as the primary point of contact for incoming behavioral health service requests from providers, facilities, members, and authorized representatives - Receive and process requests via phone, fax, email, and mail - Review and interpret authorization and notification requirements in accordance with contracts, policies, procedures, and benefit plans - Create, document, and assign cases accurately and efficiently - Communicate authorization determinations and requests for additional information to providers through phone, email, and fax - Ensure timely and accurate case management while maintaining high service standards - Protect confidential health information and maintain compliance with HIPAA and privacy regulations - Support operational excellence by identifying opportunities for process efficiency and workflow improvement Benefits - Growth opportunities to uplevel your career - A people-centric culture embracing and celebrating diverse perspectives, backgrounds, and experiences within our team - Competitive compensation and comprehensive benefits focused on well-being - An opportunity to shape the future of health care by joining a team recognized as a Best Place to Work For in the NY Capital District, one of the Best Companies to Work For in New York, and an Inclusive Workplace Company Description At MVP Health Care, we’re on a mission to create a healthier future for everyone. That means embracing innovation, championing equity, and continuously improving how we serve our communities. Our team is powered by people who are curious, humble, and committed to making a difference—every interaction, every day. We’ve been putting people first for over 40 years, offering high-quality health plans across New York and Vermont and partnering with forward-thinking organizations to deliver more personalized, equitable, and accessible care.

• Monitors providers’ schedules to ensure that physicians maximize opportunities for efficient patient scheduling and timely patient flow in a virtual care setting • Schedules/Reschedule Physician clinics as needed • Aids in referral management and billing processes • Act as a resource for clinicians and Care Team staff • Obtains referrals as instructed by providers; completes prior authorizations as needed • Provides administrative and technical support to physicians for CME (Continuing Medical Education), financial reimbursement, licensing as well as other admin tasks as assigned • Answers provider requests and/or escalate provider requests appropriately to ensure physician receive timely information to concerns • Supports new physician onboarding by closely monitoring the credentialing and training progress to assure candidate is successfully processed internally by start date • Partners with credentialing team to stay ahead of physician license approvals, renewals, and expirations to ensure there is not a lapse in physicians' ability to provide care • Provides ongoing feedback to manager regarding training needs, physician performance and process improvement • Assists operations leadership and medical director with department staff meeting agendas, and maintains attendance, minutes and follow up items • Participates in performance improvement projects and may perform other similar and related duties as required • Comply with company policies and procedures.

• Serve as the first point of contact within the Care Coordination Team for members or providers who call CareOregon Regional Care Team (RCT) phone lines requesting assistance with physical and behavioral health needs • Answer phone lines and check voicemails left on RCT line daily and address any needs identified • Coordinate referrals from members, providers, community partners, and internal CareOregon departments and teams • Provide call escalation support for Customer Service Representatives when necessary • Determine navigation, care coordination and/or resource needs in response to calls into the Regional Care Team (RCT) phone lines • Identify members in crisis, triage needs requiring urgent attention, and help de-escalate high-need callers • Triage appropriate referrals and help determine care coordinator assignment for RCT clinical care coordinators based on identified member needs • Provide telephonic-based physical and behavioral health care coordination to eligible members and families • Maintain a caseload of 10-20 members with ongoing physical and behavioral health care coordination needs • Facilitate access and remove barriers to necessary care and services for members and families • Facilitate communication among members, their support systems, clinical care providers, community partners, and internal CareOregon departments, ensuring care plans are shared as appropriate • Coordinate effectively with interdisciplinary teams for integrated care plan support of complex member needs, participating in relevant team meetings • Provide appropriate support to clinical Care Coordination staff involved with members • Assist members in establishing and engaging with providers • Refer members to appropriate agencies for community support • Coordinate care for members residing outside of service area as required in contract • Assist in transition and discharge planning for members moving from acute care, long-term care, or other residential facilities back to community-based supports as directed by clinical supervisor • Take independent actions to address each member’s identified needs including (but not limited to): scheduling provider appointments, arranging for transportation, arranging for an interpreter, confirming authorizations/referrals, assisting with Health-Related Services Flex requests, verifying needed services are provided, referring to community resources and locating members • Assess for and identify physical and behavioral health care coordination needs • Identify and appropriately address risk factors and service needs that may impact member outcomes • Utilize a trauma-informed approach to provide member-centric physical and behavioral health care and support • Assist members in moving through the continuum of care based on clinical, medical, and behavioral health needs • Use motivational interviewing to coach members toward improved physical and behavioral health care behaviors and self-management • Utilize assessment information to develop individualized care plans for assigned members • Coordinate with providers to ensure integrated physical and behavioral health care plans are timely, effective, and consider the members’ unique needs • Implement physical and behavioral health care coordination plans in collaboration with the member, providers, case workers and other relevant parties • Develop working partnerships with community health care providers concerning member needs and care plans • Maintain compliance with Coordinated Care Organization (CCO) requirements • Complete initial and subsequent documentation for care coordination activities and support clinical care coordinators in plan creation adhering to required timelines • Maintain working knowledge of CareOregon Advantage (COA) and Oregon Health Plan (OHP) benefits, including Dental, Vision, Hearing, Addictions, and Mental Health benefits • Report member complaints to Appeals and Grievance team for investigation and follow-up, per protocol • Maintain compliance with the Model of Care requirements, if applicable • Participate in quality and organizational process improvement activities and teams when requested • Participate in work-related continuing education when offered or directed

• Efficiently handle communications via phone (inbound and outbound), email, voicemail, faxes, and chat. • Identify and communicate patient trends and feedback, including scheduling barriers to Intake. • Interact with Practice Operations team as necessary to ensure proper patient matching. • Conduct thorough intake assessments to understand patient needs and match them with the most appropriate provider. • Schedule initial appointments promptly and accurately with detail outlining patients’ needs including talk therapy and/or medication management. • Collect patient insurance information and run eligibility ensuring in-network benefits for matched provider. • Obtain and verify patient clinical history, demographic details, insurance information, and eligibility. • Collect credit card for file and maintain compliance. • Assist new patients with portal setup and new patient paperwork. • Process and manage referral paperwork efficiently. • Ensure all patient interactions and transactions are accurately documented in the Electronic Health Record (EHR) system. • Proactively contact referral source, patient, and/or provider office to obtain additional information that is required to complete verification of benefits and/or prior authorizations. • Contact existing patients to initiate new services based on internal and external referrals. • Assist new patient with any questions regarding new patient appointments or referrals. • Professionally and calmly assist with incoming emergency calls as appropriate and follow crisis call protocols. • Perform additional tasks and responsibilities as assigned by management to support the overall efficiency of the intake department. • Adhere to all relevant policies, regulations, and compliance standards throughout the intake process including HIPAA and PCI.