Custodial Census Specialist – Customer Service

About the role

The Custodial Census Specialist is responsible for managing the daily custodial care census across assigned skilled nursing facilities. This role ensures accurate resident records, insurance eligibility, payer compliance, and authorization status while delivering exceptional customer service.

Key responsibilities

• Manage daily custodial care census for assigned facilities, keeping resident information current.
• Monitor admissions, discharges, transfers, and payer changes, updating internal systems.
• Verify insurance eligibility and benefits to ensure proper payer assignment and reimbursement.
• Review and maintain accurate authorization records for custodial residents.
• Collaborate with facilities, managed care organizations, and internal teams to resolve census discrepancies and eligibility issues.
• Respond promptly to payer communications and ensure timely documentation uploads.
• Identify and escalate potential reimbursement risks or documentation deficiencies.
• Prioritize work queues to meet departmental turnaround time expectations.
• Maintain compliance with payer guidelines, company policies, HIPAA, and documentation standards.

Required profile

• Working knowledge of insurance plans preferred.
• Experience with skilled nursing facilities, long‑term care, or post‑acute care.
• Strong attention to detail, analytical and problem‑solving abilities.
• Excellent verbal and written communication skills.

Required skills

• Microsoft Excel
• Microsoft Outlook
• Electronic Medical Records (EMR) systems