Case Intake Consultant
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Job Description
Case Intake Consultant at MDpanel converting client inquiries into complete, ready-to-schedule orders for expert medical evaluations. Engage clients and manage physician relationships for seamless scheduling.
Responsibilities:
- Serve as the first point of contact for client referrals and inquiries
- Actively listen and ask targeted questions to uncover critical details including client objectives and case-specific details that are critical inputs for matching the right physician specialty, experience, and location
- Educate clients on appropriate expert selection and service options when needed
- Capture required details to prepare a referral for scheduling including: Case type (personal injury, workers’ compensation, auto, liability), Evaluation purpose (causation, treatment appropriateness, end of healing, return to work, disability rating), Jurisdictional requirements (examiner licensure/credentialing, guideline competency, maximum mileage for examinee), Client preferences (turnaround times, post-exam physician consults, budget/pricing expectations)
- Complete scheduling for certain referrals as dictated by SOPs
- Document referral information in CRM and workflow tools as dictated by SOPs with accuracy and completeness
- After understanding referral specifics, recommend potential expert(s) to client based on alignment on desired expertise, availability, jurisdictional, client requirements, and other criteria defined by MDpanel regional leadership
- Develop and demonstrate command of MDpanel physician panel and client needs when making recommendations
- Once the client confirms the desired physician, handoff order to scheduling team
- Partner closely with schedulers to ensure handoff is smooth, timely, and aligned with client and physician requirements
- Follow standardized processes, scripts, and tools while exercising judgment to manage unique client needs
- Support pull through for national customer contracts as well as local referral sources (e.g., attorney groups). Build trust by positioning self as a knowledgeable resource for clients seeking expert opinions
- Balance consultative engagement with speed to meet client urgency
- Maintain professionalism in interactions with attorneys, paralegals, and insurance professionals
- Work with physicians to confirm capability and availability to service cases within an acceptable fee structure
- Capture and document physician fee schedules during outreach, including when availability cannot be confirmed, to ensure accurate records for scheduling and future case matching.
Requirements:
- Bachelor’s degree or equivalent experience required
- Background in healthcare, medical-legal services, claims, or related industry is strongly preferred
- Experience working with insurance adjusters, attorneys, or medical professionals strongly preferred; familiarity with California IME or QME processes is a plus
- Working understanding of the IME market and the range of medical opinion products (e.g., IME, QME, peer review, record review, causation analysis) to ensure accurate, timely recommendations aligned to client needs and case requirements
- Demonstrated ability to manage high-volume, phone-based client interactions with professionalism and efficiency
- Strong communication and active listening skills; able to elicit key information efficiently
- Working knowledge of medical terminology, impairment guidelines, and treatment of appropriateness standards as applied in a medical-legal or claims context
- Ability to translate complex medical and jurisdictional requirements into clear, actionable guidance for clients
- Detail-oriented with excellent documentation skills and a consistent record of accuracy in fast-paced environments
- Comfortable using CRM systems, workflow tools, and structured intake processes; ability to learn proprietary platforms quickly
- Collaborative team player with a client-first mindset and the ability to balance urgency with thoroughness
- Ability to thrive in a fast-paced environment, balancing speed and accuracy.
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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