Administrative Assistant - IDR - Remote

About iMPROve Health

iMPROve Health is a nonprofit healthcare organization with more than four decades of experience, serving as Michigan’s Medicare-designated Quality Improvement Organization. The organization has been recognized as a Cool Place to Work by Crain’s Detroit Business for four consecutive years and as one of Modern Healthcare’s Best Places to Work in Healthcare.

The team focuses on improving healthcare quality across the care continuum through evidence-based, data-led approaches. Its work includes medical consulting, review services, and data analysis for federal agencies, state Medicaid programs, public health groups, healthcare providers, private health plans, and other payers. The organization also provides impartial utilization review, dispute resolution, and peer review services.

This is a fully remote role open to candidates anywhere in the United States. The position supports a nationwide team, promotes work-life balance, and includes opportunities for professional development and continuing education. Benefits include medical, dental, and vision coverage; life insurance; short- and long-term disability; and a generous 401(k) match.

The organization does not deliver direct patient care. Instead, physicians, nurses, and experienced consultants work with providers to encourage evidence-based best practices and deliver trusted, objective support across a complex healthcare environment.

The role is focused on helping the organization improve healthcare quality, safety, and efficiency through careful administrative support and strong process management.

Role Overview

The Administrative Assistant will support Independent Dispute Resolution (IDR) operations under the No Surprises Act. The role is responsible for helping disputes move through the process accurately, on time, and in line with federal requirements.

This position is best suited to someone who works well under pressure, can manage a heavy workload across multiple systems, and brings strong documentation, coordination, and administrative capabilities.

Administrative Support for IDRE

• Handle day-to-day administrative tasks for the Federal IDRE program, including entering data, generating reports, and maintaining case records.
• Move dispute files between federal systems, outside platforms, and internal tools by downloading and uploading documentation as needed.
• Support arbitration preparation by making sure submissions are complete, accurate, and compliant with program rules.
• Review disputes for eligibility when required.
• Create and maintain spreadsheets, templates, reports, and other tools used to support the program.
• Organize, store, and maintain dispute documents and records in electronic format.
• Assist with digital signature workflows and PDF document handling.

Case Tracking and Coordination

• Work with the Federal IDRE team to monitor deadlines, case status updates, and required submissions throughout each dispute.
• Keep databases, spreadsheets, and tracking tools updated with case and documentation details.
• Maintain organized electronic case files, repositories, and folder structures.
• Partner with internal teams such as Finance, Operations, and other support groups to help disputes move through the process on time.
• Help schedule internal and external meetings and support meeting logistics.
• Track case progress and flag delays, missing files, or process problems that need escalation.

Communication, Inbox, and Customer Support

• Manage a shared inbox that receives a large volume of questions and requests related to the No Surprises Act and the Independent Dispute Resolution process.
• Sort, prioritize, and direct incoming messages to the right team members.
• Handle internal and external email and phone inquiries promptly and professionally.
• Identify disputes or claims that need more research, investigation, or escalation.
• Support requests for portal access, account maintenance, and user assistance.
• Coordinate meetings and related follow-up activities.
• Respond to questions about dispute status, payment status, eligibility decisions, documentation needs, and general program procedures.
• Receive and route complaints, concerns, and questions about determinations and outcomes appropriately.
• Ensure all inquiries, communications, and requests are properly recorded and tracked.
• Help the team meet daily processing goals and service standards while providing strong customer support.

Productivity, Quality, and Performance

• Meet established standards for productivity, quality, and turnaround time within the Federal IDRE program.
• Balance multiple cases, deadlines, systems, and administrative duties at the same time.
• Maintain accuracy and strong attention to detail when working with large amounts of data and documentation.
• Consistently meet case processing and quality assurance expectations.
• Use sound judgment when deciding what action to take, what should be escalated, and how issues should be resolved.
• Raise risks, delays, or blockers early when they may affect processing timelines or compliance.
• Look for ways to improve workflows and strengthen team performance and customer service.

Compliance and Confidentiality

• Follow company policies, procedures, and operational standards at all times.
• Work in compliance with HIPAA, FISMA, URAC, CMS, FAR, and any other applicable federal or contractual requirements.
• Handle sensitive, confidential, and protected information with discretion and professionalism.
• Manage dispute records and communications according to required privacy and security standards.

Qualifications

Education and experience

• An associate degree, or an equivalent mix of education and experience, is required.
• At least 2 years of administrative support experience is required.
• Experience reviewing medical claims, remittance advice, or Explanation of Benefits (EOBs) is strongly preferred.
• Background in healthcare billing, reimbursement, payer-provider processes, or healthcare operations is preferred.
• Experience supporting high-volume administrative work and shared inboxes is preferred.

Technical skills

• Experience using complex systems such as Salesforce, SharePoint, third-party portals, or case management tools.
• Strong working knowledge of Microsoft Excel, Word, Outlook, Teams, and OneNote.
• Experience with document management platforms, especially SharePoint.
• Comfort using Foxit or similar tools to sign, organize, and manage PDF files electronically.
• Visio experience is an added advantage.
• Ability to work across several cloud systems, databases, and web portals at once.

Core competencies

• High attention to detail and a strong commitment to accuracy.
• Excellent organization and time management abilities.
• Ability to handle multiple priorities and deadlines in a fast-moving environment.
• Strong analytical thinking and problem-solving skills.
• Capacity to work independently with limited supervision.
• Clear written and verbal communication skills.
• Customer-focused approach for handling complex, sensitive, or difficult inquiries.
• Ability to maintain productivity and quality when managing large workloads.
• Good judgment in identifying issues, deciding when to escalate, and resolving problems.

Remote Work Requirements

• Reliable high-speed internet access.
• A professional home workspace free from distractions.
• Comfort using virtual communication tools such as Teams, email, chat, and web meeting platforms.
• Ability to securely manage electronic files, digital signatures, and confidential information.
• Comfort working across multiple cloud-based systems, databases, and third-party platforms at the same time.

Additional Information

This role requires availability to work Monday through Friday during normal business hours in Eastern Time.

Equal employment opportunity is provided for veterans and individuals with disabilities.