Intake Coordinator I

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.

A day in the life…

A day in the life…
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

• 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)

As an onsite/remote, hourly position, the pay for this role is:

• $20/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.