[Remote] Intake Coordinator I

Note: The job is a remote job and is open to candidates in USA. Transcarent is a company focused on creating a leading personalized health and care experience. The Intake Coordinator role involves serving as a liaison between customers and nursing staff, educating customers about services, and managing the referral process to ensure comprehensive member care.

Responsibilities

• Answer calls in a high-volume, fast-paced environment
• Proactively communicate Accolade benefits and the value of our service to customers
• Phone Intake and medical triage to the appropriate nurse team member
• Offer guidance to customers regarding their health plans, including eligibility
• Activate new customers accounts, reset account passwords, and input/update necessary information into our database
• Manage an active inventory of requests with timely follow-up
• Assist to Accolade specialists with account concerns
• Effectively navigate multiple internal systems and processes to obtain appropriate data
• Perform outbound calls to customers, as needed
• Distribute cases amongst the other teams, based on customer’s need, medical concern or diagnosis
• Collaborate closely with the Customer Support team to troubleshoot customers and Accolade specialist tech issues
• Collaborate closely with the scheduling team regarding Accolade specialists or customer consultation concerns
• Meet all team/personal qualitative and quantitative targets Manage the team email inbox and assign appropriate emails to nurse cases
• Assign cold call referrals to REACH Health AdvocatesManage outgoing referrals identified by nurses and the client management team via web portal and secured emails
• Communicate with members regarding referral opportunities available to them via their health plan providers
• Ensure complete and accurate registration into the database
• Prioritizes referrals by their urgency and addresses them in a timely manner
• Work closely with the Nurse team to facilitate successful outgoing referrals
• Maintain ongoing tracking and appropriate documentation on referrals using system dashboards, google sheets, and excel
• Work collaboratively and efficiently while providing exceptional customer service to our members
• Meet team/personal qualitative and quantitative targets 70% Intake Calls/ 30% Referrals

Skills

• At least 1 year of experience in a medical setting
• Referral Experience
• Knowledge of Medical terminology
• The ability to prioritize and perform multiple high priority tasks concurrently with minimal direction
• Strong administrative/technical skills; Comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), CRM tools (Salesforce), IM/video conferencing (Slack/Zoom), and telephones efficiently
• Strong customer service skills with a caring personality, willing to put in extra effort to ensure our members are taken care of during potentially difficult times
• Excellent communication skills (spoken and written) in English; comfortable talking on the phone for extended periods of time and replying to emails in a timely manner
• Trustworthy and accountable behavior, capable of viewing and maintaining confidential personal information daily
• Ability to build long-lasting relationships, provide professional and knowledgeable guidance
• Exemplify great team-oriented behavior to achieve goals
• Possess a competitive drive and entrepreneurial confidence to succeed, a high level of ownership, accountability and initiative
• A designated, distraction-free home office space with ability to hard wire connect to high-speed internet (no Wi-Fi)

Benefits

• Competitive medical, dental, and vision coverage
• Competitive 401(k) Plan with a generous company match
• Flexible Time Off/Paid Time Off, 12 paid holidays
• Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
• Mental Health and Wellness benefits

Company Overview