Coordinate referral processes and educate customers about Accolade's services while ensuring exceptional care and satisfaction for members in a fast-paced environment.
About this role
The Intake Coordinator, reporting to Supervisor, Intake, is a liaison between Accolade and current and potential customers. The successful candidate will be effective in this concierge role by educating current and potential customers on the benefits of Accolade's services, while promoting customer satisfaction and experience. You will also serve as a liaison between nurses and current members. Working collaboratively and efficiently with the nursing staff and other teams, you will coordinate all aspects of the referral process to ensure comprehensive member care.
What you’ll do
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
Advocates
•Manage 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
What we’re looking for
As a remote position, the hourly pay for this position is:
$20.00/hour
Who we are
Transcarent is the One Place for Health and Careᵀᴹ, bringing medical, pharmacy, and point solutions together with the WayFindingᵀᴹ experience, the first and only generative AI-powered health and care platform for health consumers. Our WayFinding experience, paired with transparent and consumer-driven pharmacy care, 2nd.MD expert medical opinions, and virtual primary care, works seamlessly with comprehensive Care Experiences – Cancer Care, Surgery Care, and Weight Health – to support people with all of their health needs, simple or serious. More than 1,700 employers and health plans rely on us to provide information, guidance, and care, empowering health consumers with more choice, an experience they love, access to higher-quality care, and lower costs for 21 million Members. For more information, visit transcarent.com, and follow us on LinkedIn.
At Transcarent, our values guide everything we do:
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:
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.
Health Insurance
Competitive medical, dental, and vision coverage
Mental Health and Wellness
Mental Health and Wellness benefits
Transcarent is a health and care experience company that empowers individuals to take control of their health through a generative AI-powered platform. Serving over 21 million members, we integrate medical, pharmacy, and additional health solutions into a single user-friendly interface, providing transparent information and guidance. Our distinct WayFinding experience allows users to navigate their health journey with ease, connecting them to high-value providers and promoting access to quality care.
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