Intake Coordinator II

About this role

The Intake Coordinator reports to the Intake Team Supervisor and is responsible for providing world-class support to Members seeking surgical care and other benefits offerings. In this role, you will contribute to an exceptional Member experience, ensuring we are meeting our metrics for inbound calls, and the first touch with our Members for their surgery care experience. Your work will be critical to delivering superior Member care to a rapidly growing member base. This role will serve as a liaison between 2nd.MD and current and potential members. The successful candidate will be effective in this concierge role by educating current and potential members on the benefits of 2nd.MD’s services, while promoting member satisfaction and experience.

What you’ll do

• • Answering calls in a high volume, fast paced environment.

  • Proactively communicate 2nd.MD benefits and the value of our service to members.

  • Telephonic Intake and medical triage to the appropriate nurse team member.

  • Assign electronic case requests to appropriate nurses based on the member's medical concern or diagnosis.

  • Offer guidance to members regarding their health plan resources.

  • Activate new member accounts, reset account passwords, and input/update necessary member information into our database.

  • Manage an active inventory of requests with timely follow-up.

  • Assist 2nd.MD specialists with account concerns.

  • Effectively navigate multiple internal systems and processes to obtain appropriate data.

  • Perform outbound calls to members who attend 2nd.MD informational webinars.

  • Maintain 2nd.MD email distribution lists to ensure you respond to members in a timely manner.

  • Verify member eligibility utilizing Health plan carrier databases.

  • Distribute cases amongst the Personalized Local Support team.

  • Distribute cold call referrals to the Health Advocate team.

  • Collaborate closely with the client management and engagement team to better prepare for new client onboarding and client communication campaigns.

  • Collaborate closely with the Monitor team to troubleshoot member and 2nd.md specialist tech issues.

  • Collaborate closely with the scheduling team regarding 2nd.MD specialists or member consultation concerns.

  • Meet team/personal qualitative and quantitative targets

What we’re looking for

Certified Medical Assistant preferred
● 2 + years of professional experience in a medical office setting.
● Ability to navigate through multiple technology platforms
● Communication Skills, Time Management, Organization, Attention to Detail, Quality Focus, Professionalism, Productivity, Documentation Skills, Critical Thinking, Customer Services Skills, Data Entry Management, and Interpersonal Skills
● High level of professionalism.
● Excellent verbal, written, and interpersonal communication skills.
● Ability to prioritize and perform multiple high priority tasks concurrently with minimal direction.

• 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:

• $22/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.