Member Intake Coordinator

Leap

19d•$60,000 - $75,000

About The Position

The Member Intake Coordinator is a high-volume, outbound-first role responsible for connecting with members, building trust, and guiding them through intake. The coordinator makes 80–100+ daily member touchpoints across phone, SMS, and email, using thoughtful outreach strategies to reach members and explain Leap’s value. They own the member relationship from first outreach through a successful handoff to the Care team and manage multiple cases in a fast-moving environment. The role gathers and validates member demographic, clinical, and treatment information; follows up on documentation; schedules and confirms treatment appointments; verifies medication receipt; and prepares comprehensive handoffs to Care Coordinators. The coordinator uses CRM, EHR, and outreach tools, maintains accurate documentation, tracks follow-ups, escalates urgent concerns according to protocol, and upholds HIPAA and privacy standards. They also contribute feedback and process-improvement ideas as workflows and systems evolve. The position partners with Care Guides, Member Growth, Care Operations, and clinical staff. It reports to the Head of Member Operations and Strategy and operates 10am–6pm Pacific Time.

Requirements

At least 2 years of experience in a high-volume outbound or client-facing role, such as patient outreach, member engagement, customer support, call center, BDR, or B2C client services.
Demonstrated ability to sustain 80–100+ daily outreach activities while managing multiple open cases.
Persuasive and empathetic communication skills, including building trust quickly, handling objections patiently, and guiding people toward a decision.
Strategic approach to outreach, including consideration of when, how, and why each touchpoint occurs.
Comfort using CRM, dialers, or outreach platforms and proactively learning new systems.
Strong written communication skills across SMS and email.
Adaptability and energy for change in a startup environment.
Exceptional attention to detail and organizational ability across a high volume of cases.
Availability to work 10am–6pm Pacific Time.

Nice To Haves

At least 1 year of healthcare or medical experience; clinical experience is not required.
Experience in specialty pharmacy, infusion services, or other high-acuity care settings.
Familiarity with insurance benefits verification or specialty medication workflows.
Spoken and written Spanish fluency.
Experience in a healthcare startup or fast-paced virtual care operation.
Familiarity with Salesforce, HubSpot, or similar CRM and dialer systems.

Responsibilities

Make 80–100+ daily outreach touchpoints via phone, SMS, and email to connect with members and collect required intake information.
Vary outreach timing, channel, and messaging to maximize contact rates.
Build rapport, communicate Leap’s value empathetically, and guide undecided members toward committing to care.
Serve as the primary member contact from initial outreach through handoff to the Care team.
Manage a high volume of simultaneously open cases and ensure follow-ups are completed.
Gather and validate member demographic, clinical, and treatment information required to initiate care.
Follow up on outstanding documentation by phone, SMS, and email until cases are complete.
Schedule and confirm treatment appointments in coordination with nursing agencies and infusion providers.
Verify medication receipt and ensure members understand treatment preparation requirements.
Prepare comprehensive handoffs to Care Coordinators, including intake summaries, documentation, and next steps.
Use CRM, EHR, and outreach tools effectively and maintain accurate, current documentation across systems.
Track follow-ups and ensure member inquiries and open cases receive a response.
Escalate urgent member concerns to appropriate clinical staff according to protocol.
Uphold HIPAA compliance and member privacy standards across communications and records.
Identify intake and outreach workflow friction points and propose improvements.
Adapt to changing systems, tools, and processes in a startup environment.
Participate in team meetings and collaborate with Care Operations and clinical staff.