Administrative Assistant

Title:Administrative Assistant

Location: United States

Job Description:

About iMPROve Health

Come join the iMPROve Health team!

iMPROve Health is Michigan's Medicare-designated Quality Improvement Organization, and we're proud to be recognized as both a Cool Place to Work by Crain's Detroit Business (four years running) and one of Modern Healthcare's Best Places to Work in Healthcare.

As a nonprofit with more than 40 years of experience, we're dedicated to improving healthcare across the continuum of care using evidence-based, data-driven strategies. We provide medical consulting and review services, along with data analysis, to federal agencies, state Medicaid programs, public health organizations, healthcare facilities, private health plans, and other third-party payers. Our team also specializes in impartial utilization review, dispute resolution, and peer review. Our mission is simple: help healthcare get better.

This position is 100% remote, offering the flexibility to work from anywhere in the United States while collaborating with a supportive, nationwide team. We prioritize work/life balance and invest in our employees' growth through professional development and continuing education opportunities. Our benefit package includes medical, dental, vision, life insurance, short- and long-term disability, and a generous 401(k) match.

At iMPROve Health, we are committed to improving the quality, safety, and efficiency of healthcare. While we do not provide direct patient care, our healthcare professionals-including physicians, nurses, and experienced consultants-partner with providers to promote the use of evidence-based best practices. We offer our clients a trusted, impartial resource that understands the complexities of the healthcare landscape and is dedicated to thoughtful, high-quality solutions.

Join us in making a meaningful impact on healthcare-one improvement at a time.

About the Role:

We are seeking a highly organized and detail-oriented Administrative Assistant to support our Independent Dispute Resolution (IDR) operations under the No Surprises Act. This role plays a critical part in ensuring disputes are prepared accurately, submitted timely, and managed in compliance with federal regulatory requirements.

The ideal candidate thrives in a fast-paced, deadline-driven environment, is comfortable navigating multiple technology platforms, can effectively manage a high-volume workload, and demonstrates exceptional administrative, organizational, and documentation management skills.

Key Responsibilities

IDRE Administrative Support

• Manage administrative responsibilities for the Federal IDRE program, including data entry, report generation, and case documentation management.
• Download and upload dispute documentation between federal portals, third-party platforms, and internal systems.
• Assist with dispute preparation for arbitration, ensuring all submissions are complete, accurate, and compliant with program requirements.
• Process disputes for eligibility as required.
• Develop and maintain tracking spreadsheets, templates, reports, and other program support tools.
• Electronically manage, organize, and maintain dispute-related documentation and records.
• Support the preparation and execution of digital signatures and PDF document management activities.

Case Tracking & Coordination

• Work closely with the Federal IDRE team to track deadlines, case statuses, and required submissions throughout the dispute lifecycle.
• Update databases, spreadsheets, and tracking systems with case information and documentation details.
• Organize and maintain electronic case files, document repositories, and folder structures.
• Coordinate with internal departments, including Finance, Operations, and other support teams, to ensure timely dispute processing and resolution.
• Assist with scheduling internal and external meetings and coordinating meeting logistics.
• Monitor case progress and proactively identify potential delays, missing documentation, or processing issues requiring escalation.

Communication, Inbox Management & Customer Support

• Manage a high-volume shared email inbox that receives a broad range of inquiries and requests related to the No Surprises Act and Independent Dispute Resolution process.
• Review, prioritize, triage, and route incoming communications to the appropriate team members for action.
• Monitor and respond to internal and external email and phone inquiries in a timely and professional manner.
• Identify claims or disputes requiring additional investigation, research, or escalation.
• Process and coordinate requests related to portal access, account management, and user support.
• Coordinate and schedule internal and external meetings and follow-up activities.
• Respond to inquiries regarding dispute status, payment status, eligibility determinations, documentation requirements, and general program processes.
• Manage and appropriately route complaints, concerns, and questions related to determination decisions and dispute outcomes.
• Ensure all communications, inquiries, and requests are documented and tracked according to established procedures.
• Support the team in meeting daily processing targets and service expectations while maintaining a high level of customer service.

Productivity, Quality & Performance Expectations

• Maintain established productivity, quality, and turnaround time standards for the Federal IDRE program.
• Effectively manage competing priorities while balancing multiple cases, deadlines, systems, and administrative responsibilities.
• Maintain a high level of accuracy and attention to detail while working with large volumes of documentation and data.
• Consistently meet case processing, documentation, and quality assurance requirements.
• Demonstrate sound judgment when determining appropriate actions, escalation needs, and issue resolution pathways.
• Proactively communicate risks, barriers, or delays that could impact case processing or regulatory compliance.
• Support continuous process improvement efforts by identifying workflow efficiencies and opportunities to improve team performance and customer service.

Compliance & Confidentiality

• Ensure adherence to all company policies, procedures, and operational standards.
• Maintain compliance with HIPAA, FISMA, URAC, CMS, FAR, and other applicable federal and contractual regulations.
• Handle confidential, sensitive, and protected information with the highest level of professionalism and discretion.
• Ensure all dispute documentation and communications are managed in accordance with applicable security and privacy requirements.

Qualifications

Education & Experience

• Associate's degree or equivalent combination of education and experience required.
• Minimum two (2) years of administrative support experience required.
• Experience reviewing medical claims, remittance advice, or Explanation of Benefits (EOBs) strongly preferred.
• Familiarity with healthcare billing, reimbursement, payer-provider processes, or healthcare operations preferred.
• Experience supporting high-volume administrative workflows and managing shared inboxes preferred.

Technical Skills

• Experience working with complex technology systems (e.g., Salesforce, SharePoint, third-party portals, case management systems).
• Proficiency in Microsoft Excel, Word, Outlook, Teams, and OneNote.
• Experience with document management systems, preferably SharePoint.
• Comfortable electronically signing, organizing, and managing PDF documents using Foxit or similar tools.
• Visio experience is a plus.
• Ability to navigate multiple cloud-based systems, databases, and web portals simultaneously.

Core Competencies

• Exceptional attention to detail and commitment to accuracy.
• Strong organizational and time management skills.
• Ability to manage multiple deadlines and competing priorities in a fast-paced, deadline-driven environment.
• Strong critical thinking and problem-solving skills.
• Ability to work independently with minimal supervision.
• Excellent written and verbal communication skills.
• Customer-service mindset with the ability to professionally manage sensitive, complex, or challenging inquiries.
• Ability to maintain productivity and quality standards while handling large volumes of work.
• Strong judgment regarding issue identification, escalation, and resolution.

Remote Work Requirements

• Reliable high-speed internet connection.
• Professional, distraction-free home workspace.
• Comfortable using virtual communication tools, including Teams, email, chat, and web-based meeting platforms.
• Ability to securely manage electronic documents, digital signatures, and confidential information.
• Proficiency navigating multiple cloud-based systems, databases, and third-party platforms simultaneously.

EOE/VET/Disability

• Must be able to work M-F normal business hours in EST.

Monday through Friday 8 am to 5 pm EST