Intake Coordinator

Transcarent is a health and care platform providing a generative AI-powered WayFinding experience alongside pharmacy and care services for millions of members. The Intake Coordinator serves as a concierge-style liaison between members/customers, nurses, and internal teams to ensure smooth intake, referral coordination, and high-quality member support. The role focuses on handling high-volume calls, triaging to nursing teams, and managing referral workflows to support comprehensive member care.

• Answer calls in a high-volume, fast-paced environment and provide exceptional customer service.
• Proactively explain Accolade/Transcarent benefits and the value of services to members and potential customers.
• Perform phone intake and route medical triage to the appropriate nurse team member.
• Guide customers regarding health plan questions, including eligibility.
• Activate new customer accounts, reset passwords, and enter/update information in internal databases.
• Manage an active inventory of requests with timely follow-up.
• Assist Accolade specialists with account-related concerns.
• Navigate multiple internal systems and processes to obtain required data.
• Make outbound calls to customers as needed.
• Distribute cases to appropriate teams based on member need, medical concern, or diagnosis.
• Collaborate with Customer Support to troubleshoot technical issues impacting members and specialists.
• Collaborate with scheduling teams regarding consultation scheduling concerns.
• Meet qualitative and quantitative targets; manage the team email inbox and assign emails to nurse cases.
• Assign cold call referrals to REACH Health Advocates.
• Manage outgoing referrals identified by nurses and client management via web portals and secure emails.
• Communicate referral opportunities available through members’ health plan providers.
• Ensure complete and accurate registration; prioritize referrals by urgency and address them promptly.
• Work closely with nursing teams to facilitate successful outgoing referrals.
• Maintain tracking and documentation on referrals using dashboards, Google Sheets, and Excel.
• Maintain a workload split of approximately 70% intake calls and 30% referrals.

• At least 1 year of experience in a medical setting.
• Referral experience.
• Knowledge of medical terminology.
• Ability to navigate multiple technology platforms and internal systems.
• High level of professionalism.
• Strong administrative and technical skills; comfort working on a PC.
• Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Experience with CRM tools such as Salesforce.
• Comfort with IM/video conferencing tools (Slack, Zoom) and telephone-based work.
• Ability to prioritize and manage multiple high-priority tasks concurrently with minimal direction.
• Excellent spoken and written English; comfort talking on the phone for extended periods and responding to emails promptly.
• Trustworthy and accountable; able to handle confidential personal information daily.
• Dedicated, distraction-free home office space.
• Ability to hard-wire connect to high-speed internet (no Wi-Fi).

• Remote position.
• Pay: $22.00/hour.
• Schedule: Monday–Friday shift, 10:00am–7:00pm CST (8:00am–5:00pm PST).
• Shift/schedule adjustments based on organizational needs, including occasional paid overtime, shift differential, and working holidays.
• May work evening/overnight shifts on a rotating schedule.
• Benefits/perks include medical, dental, and vision coverage; 401(k) with company match; flexible time off/PTO and 13 paid holidays; life and disability insurance and supplemental insurance; mental health and wellness benefits.
• Eligibility for corporate bonus program (or sales incentive where applicable) and stock options.