Intake Coordinator
Transcarent
Who we are
Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care.
We are looking for teammates to join us in building our company, culture, and Member experience who:
- Put people first, and make decisions with the Member’s best interests in mind
- Are active learners, constantly looking to improve and grow
- Are driven by our mission to measurably improve health and care each day
- Bring the energy needed to transform health and care, and move and adapt rapidly
- Are laser focused on delivering results for Members, and proactively problem solving to get there
About this role
The Intake Coordinator reports to the Intake Team Supervisor and is responsible for providing world-class support to Members seeking surgical care and other benefits offerings. In this role, you will contribute to an exceptional Member experience, ensuring we are meeting our metrics for inbound calls, and the first touch with our Members for their surgery care experience. Your work will be critical to delivering superior Member care to a rapidly growing member base.
What you’ll do
- Accountable for engaging, educating, and qualifying new and existing members on our Surgery Care program offering and ensuring all benefits are clearly articulated and understood.
- Convert leads into users of the care experiences offered to the Members.
- Depending on the client, offer additional services and then route the call to the pod member who can best assist the member in next steps.
- Provide exceptional customer service through inbound/outbound calls in our fast-paced, contact center environment.
- Offer member guidance, including verification of benefits.
- Ask probing questions to recognize additional patient needs.
- Partner with internal clinical professionals in providing member guidance.
- Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements.
- Adjust shift/scheduling based on the needs of the organization (including occasional paid overtime, shift differential, and working holidays).
- May or will work evening/overnight shifts on a rotating schedule.
What we’re looking for
- 1 year of experience in a customer service and/or sales call center role
- Available to work the following schedule: Monday - Friday, 11:30a - 8:00p MST (12:30p-9:00p in CST, 1:30p-10:00p in EST, 10:30am - 7:00p in PST)
- Verifiable strong ability to influence
- Ability to work effectively in a team environment
- Strong critical thinking and problem-solving skills
- Ability to effectively organize work activities to meet deadlines
- A “delight the customer” attitude
- 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)
As an onsite/remote, hourly position, the pay for this role is:
- $20.00-$23.08/hr
Drug Testing Policy
This position is subject to mandatory pre-employment drug testing and may also be subject to periodic or random drug testing as a condition of continued employment. Candidates must pass all required drug tests to be eligible for hire. Reasonable accommodations may be available to individuals as required by law.
Total Rewards
Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity.
Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.
Our benefits and perks programs include, but are not limited to:
- 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
Location
You must be authorized to work in the United States. Depending on the position we may have a preference to a specific location, but are generally open to remote work anywhere in the US.
Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!
Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.
