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
Transcarent is a provider of a healthcare platform that facilitates improved outcomes and cost-effective decisions. It was founded in 2020, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.transcarent.com.
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