Member Intake Coordinator

Leap

48d•$60,000 - $75,000•Remote

About The Position

Leap is a rapidly growing benefits solutions company and a pioneer in employer specialty pharmacy, aiming to reshape how life-changing therapies are delivered and financed. They focus on reducing costs, improving access, and ensuring fairness in therapy pricing for employers. The company partners with Fortune 500 companies and leading TPAs, delivering immediate ROI through lower costs, improved access, and better care. The Member Intake Coordinator role is a high-volume, outbound-focused position requiring 80-100+ daily member touchpoints via phone, SMS, and email. The coordinator will build trust, guide members through the intake process efficiently and warmly, and persuade undecided members of Leap's value. This role involves strategic thinking about member outreach, adapting approaches across channels and timing, and serving as the primary point of contact from initial outreach to handoff to the Care team. The position is ideal for someone energized by a full queue, enjoys closing cases, and finds satisfaction in helping patients move towards care. The role requires adaptability in a fast-moving startup environment and offers a voice in evolving the function. Collaboration with Care Guides, Member Growth, and Care Operations is expected. This position reports to the Head of Member Operations and Strategy and operates from 10am–6pm PT.

Requirements

2+ years of experience in a high-volume outbound or client-facing role — 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, empathetic communicator — you build trust fast, handle objections with patience, and know how to guide someone to a decision.
Strategic approach to outreach — you don’t just dial; you think about when, how, and why each touchpoint happens.
Tech-savvy and tool-fluent: comfortable across CRM, dialers, or outreach platforms and proactive about learning new systems.
Strong written communication across SMS and email.
Adaptable and energized by change — startup environments shift fast and that doesn’t slow you down.
Exceptional attention to detail and organizational ability across a high volume of cases.
Available to work 10am–6pm Pacific Time.

Nice To Haves

1+ year of healthcare or medical experience (any setting — clinical background not required).
Experience in specialty pharmacy, infusion services, or other high-acuity care settings.
Familiarity with insurance benefits verification or specialty medication workflows.
Spanish fluency (spoken and written).
Experience working in a healthcare startup or fast-paced virtual care operation.
Familiarity with Salesforce, HubSpot, or similar CRM and dialer systems.

Responsibilities

Execute 80–100+ daily outreach touchpoints via phone, SMS, and email to connect with members and collect required intake information.
Approach outreach strategically, vary timing, channel, and messaging to maximize contact rates across a diverse member population.
Build rapport quickly and communicate Leap’s value clearly and empathetically; guide undecided members toward committing to care.
Serve as the primary point of contact for members from first outreach through handoff to the Care team.
Manage a high volume of simultaneously open cases without letting anything fall through the cracks.
Gather and validate member demographic, clinical, and treatment information required to initiate care.
Follow up on outstanding documentation via phone, SMS, and email until cases are complete.
Schedule and confirm treatment appointments, coordinating with nursing agencies and infusion providers.
Verify medication receipt and ensure members understand treatment preparation requirements prior to therapy.
Prepare comprehensive handoffs to Care Coordinators, including intake summaries, documentation, and next steps.
Leverage CRM, EHR, and outreach tooling fluently, actively look for ways to work smarter, not just harder.
Maintain accurate, up-to-date documentation across systems to ensure seamless handoffs and continuity of care.
Track follow-ups diligently; no member inquiry or open case goes unanswered.
Identify and escalate urgent member concerns to appropriate clinical staff according to protocol.
Uphold strict HIPAA compliance and member privacy standards across all communications and records.
Contribute feedback on intake and outreach workflows — identify friction points and propose improvements.
Adapt quickly as systems, tools, and processes evolve in a fast-moving startup environment.
Participate in team meetings and collaborate cross-functionally with Care Operations and clinical staff.