Intake Coordinator - Surgery

Remote

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.

The work schedule for this position is:
Monday
- Friday, 12:30pm - 9:00pm CST

In EST:
Monday
- Friday, 1:30pm - 10:00pm

In MST:
Monday
- Friday, 11:30am - 8:00pm

In PST:
Monday
- Friday, 10:30am - 7:00pm

• Accountable for engaging, educating, and qualifying new and existing members on our Surgery Care program offering and ensuring all benefits are clearly articulated and understood.
• Convert leads into users of the care experiences offered to the Members.
• Depending on the client, offer additional services and then route the call to the pod member who can best assist the member in next steps.
• Provide exceptional customer service through inbound/outbound calls in our fast-paced, contact center environment.
• Offer member guidance, including verification of benefits.
• Ask probing questions to recognize additional patient needs.
• Partner with internal clinical professionals in providing member guidance.
• Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements.
• Adjust shift/scheduling based on the needs of the organization (including occasional paid overtime, shift differential, and working holidays).
• May or will work evening/overnight shifts on a rotating schedule.

• 1 year of experience in a customer service and/or sales call center role
• Verifiable strong ability to influence
• Ability to work effectively in a team environment
• Strong critical thinking and problem-solving skills
• Ability to effectively organize work activities to meet deadlines
• A “delight the customer” attitude
• 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)