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Administrative Investigations Intake Coordinator
The Administrative Investigations Intake Coordinator is responsible for the daily management of complaints received by the North Carolina Medical Board (Board).
The position is responsible for intake, review, and coding of incoming complaints and calls and mail related to complaints received.
The position will report to the Administrative Investigations Manager.
Responsibilities
Responsible for intake, review, and coding of all complaints (web-based, mailed, and e-mailed) and other related documents into the database utilized by the Board.
Accountable for intake management of the complaint cases : review complaints for Board jurisdiction and violations of the Medical Practice Act, create initial complaint case file, communicate professionally with complainants and licensees requesting pertinent information relative to the complaint.
Identify modifications to the outgoing letters according to the specifics of the case.
This position serves as the primary source of communication with complainants (email and phone calls) who have questions regarding filed complaints or wish to provide additional complaint information on subjects that include but are not limited to : the North Carolina Medical Practice Act, release of medical records, billing issues, Medicare / Medicaid, licensee communication and disruptive behavior issues, patient appointments and dismissals, discrimination, and allegations of substandard care.
Interpret complex complaints and prepare case for documentation and medical record requests.
Initiate discussions with the Administrative Investigations Manager and Director, Office of Medical Director, Field Investigations, and / or Legal Staff on complaints that may need additional review prior to entering the investigative process.
Instruct callers on how to submit complaints which requires working knowledge of the North Carolina Medical Boards website.
Provide multi-role functionality for Legal / Administrative Investigations staff as required.
Skills
Excellent customer service skills
Excellent data entry skills and accuracy a must
Proficient with Microsoft office software
Proficient with Internet navigation
Must be detail oriented and possess excellent organizational skills
Work as a team member
Effective interpersonal and communication skills and the ability to interface with personnel at all
levels
Education and / or Experience :
Associate or Bachelors degree preferred
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