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Transcarent · 17 hours ago

Intake Coordinator I

United States

Full-time

Remote

Entry Level

$20/hr - $20/hr

1+ years exp

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.

Health CarePersonal HealthSoftware

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

Qualification

Medical terminologyCustomer serviceReferral experienceMicrosoft OfficeCRM toolsAccountabilityCommunication skillsTeam-oriented behaviorRelationship building

Required

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)