The NAI

Operations

• Accept and process newly assigned review cases.
• Create and maintain case folders within secure document management systems.
• Review incoming documentation and identify enrollee, representative, and health plan contact information.
• Maintain accurate case records and tracking spreadsheets.
• Request missing contact information or documentation from stakeholders as needed.
• Monitor case timelines and ensure compliance with state-specific requirements.
• Organize, upload, rename, and maintain case-related documents for efficient review.
• Create and manage secure ShareFile accounts for health plans, providers, and clinical reviewers.
• Prepare, encrypt, and distribute confidential documents using approved security protocols.
• Assist stakeholders with secure document submission through email, file-sharing platforms, or mail.
• Maintain complete and organized electronic case files throughout the review process.
• Prepare medical reviewer forms and supporting documentation for clinical reviewers.
• Set up and manage secure reviewer access to case materials.
• Distribute reviewer instructions and required forms.
• Track reviewer submissions and ensure all required documentation is received.
• Maintain communication with reviewers regarding administrative requirements.
• Prepare cover letters and final determination mailing packets for all involved parties.
• Assemble state-specific correspondence packages and supporting documentation.
• Coordinate secure electronic distribution and certified mail delivery.
• Maintain tracking records for all mailed and emailed determination packets.
• Archive final case documentation according to organizational procedures.
• Generate invoices based on state-specific fee schedules.
• Distribute invoices to health plans and applicable regulatory entities.
• Monitor invoice due dates and payment status.
• Maintain invoice tracking systems and supporting documentation.
• Send payment reminders and coordinate with finance personnel regarding outstanding payments.
• Ensure adherence to state IRO regulations, confidentiality requirements, and internal procedures.
• Maintain case tracker, monitoring reports, and invoice records.
• Document daily case activity, communications, and phone logs.
• Preserve accurate records for audit and compliance purposes.
• Support project leadership with administrative reporting and operational updates.

Operations Administrator

Customer Support

• Deliver front-line customer support by handling inbound and outbound calls, emails, and inquiries from DEA registrants and clients.
• Resolve routine issues quickly and accurately while escalating complex matters to senior operators.
• Provide world-class customer service and assist clients with problems or issues.
• Handle large orders and tasks at one time by multitasking.
• Respond to customer issues utilizing problem recognition, research, isolation, resolution, and follow-up steps to resolve the issue.

Customer Service Representative

IT Support

• Deliver front-line customer support by handling inbound and outbound calls, emails, and inquiries from DEA registrants and clients.
• Resolve routine issues quickly and accurately while escalating complex matters to senior operators.
• Analyze customers' needs to determine functional requirements.
• Meet or exceed all project requirements and metric performance requirements such as Quality Assurance, Average handle Time, Adherence and Attendance.
• Screenings Requested: background checks, credit checks and/or drug screening.

Operations Administrator

Customer Service Representative

Intermediate Help Desk Operator