Intake Coordinator II

Transcarent; El Paso (TX); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) Plan with company match

13 paid holidays

Life Insurance and Disability

Mental Health and Wellness benefits

Job summary

Transcarent is hiring for a full-time concierge role to educate current and potential 2nd.MD members on benefits and to enhance member satisfaction and experience. The position involves high-volume calls, telephonic triage, provider coordination, and cross-team collaboration within CST business hours.

Responsibilities include activating member accounts, guiding health plan resources, and coordinating care options across networks.

Qualifications

• Certified Medical Assistant preferred.
• 1+ years of professional experience in a medical office setting.
• Ability to navigate through multiple technology platforms.
• Excellent verbal, written, and interpersonal communication skills.
• High level of professionalism.
• Ability to prioritize and perform multiple high-priority tasks concurrently with minimal direction.
• Team player with the capacity to coordinate across departments.

Responsibilities

• Answer high-volume calls in a fast-paced environment.
• Proactively communicate 2nd.MD benefits and 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 medical concern.
• Offer guidance regarding health plan resources.
• Activate new member accounts and update member information.
• Manage active inventory of requests with timely follow-up.
• Assist 2nd.MD specialists with account concerns.
• Navigate multiple internal systems to obtain data.
• Perform outbound calls to members attending webinars.
• Maintain 2nd.MD email distribution lists for timely responses.
• Research and coordinate provider options based on member needs and geography.
• Verify provider availability, specialty, and network participation.
• Verify member eligibility utilizing carrier databases.
• Collaborate with Monitor team to troubleshoot tech issues.
• Collaborate with clinical team on specialist or member concerns.
• Meet team and personal qualitative and quantitative targets.

Skills

Communication skills

Time management

Organization

Attention to detail

Professionalism

Data entry

Interpersonal skills

Customer service

Multi-tasking

Job description

This role will serve as a liaison between Transcarent's 2nd.MD current and potential members. A successful candidate will be effective in this concierge role by educating current and potential members on the benefits of Transcarent's 2nd.MD’s services, while promoting member satisfaction and experience.

This is a full-time position, and general hours of work and days are Monday through Friday, 7:00am - 4:00pm CST, 8:00am - 5:00pm CST, 9:00am - 6:00pm CST, or 10:00am - 7:00pm CST

A Day in the Life

• Answering calls in a high-volume, fast-paced environment
• Proactively communicate Transcarent's 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 Transcarent's 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
• Research and coordinate provider options based on member needs, preferences, geographic location, and network requirements.
• Verify provider availability, specialty, subspecialty, and network participation using internal and external resources.
• Verify member eligibility utilizing Health plan carrier databases
• Collaborate closely with the Monitor team to troubleshoot member and specialist tech issues
• Collaborate closely with the clinical team regarding 2nd.MD specialists or member consultation concerns
• Meet both team and personal qualitative and quantitative targets

What We’re Looking For

• Certified Medical Assistant preferred
• 1 + 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
• Team player with the capacity to coordinate across departments

Who we are

Transcarent is the One Place for Health and Care, bringing medical, pharmacy, and point solutions together with the WayFinding experience, the first and only generative AI-powered health and care platform for health consumers.

Our WayFinding experience, paired with transparent and consumer-driven pharmacy care, 2nd.MD expert medical opinions, and virtual primary care, works seamlessly with comprehensive Care Experiences - Cancer Care, Surgery Care, and Weight Health - to support people with all of their health needs, simple or serious. More than 1,700 employers and health plans rely on us to provide information, guidance, and care, empowering health consumers with more choice, an experience they love, access to higher-quality care, and lower costs for 21 million Members. For more information, visit transcarent.com , and follow us on LinkedIn .

At Transcarent, our values guide everything we do:

• People First: We prioritize our Members, clients, and each other in every decision
• Care: Every decision starts with improving health and care for our Members
• Resilience: We push boundaries and take the uncharted path to change an industry
• Results: We take ownership, solve with speed, and deliver for our people and each other
• Humble and Human: We lead with humility, bring fun to tough moments, and go further together

Total Rewards

Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity. Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.

Our benefits and perks programs include, but are not limited to:

• Competitive medical, dental, and vision coverage
• Competitive 401(k) Plan with a generous company match
• Flexible Time Off/Paid Time Off, 13 paid holidays
• Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
• Mental Health and Wellness benefits

Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!

Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.