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