Intake Coordinator - Surgery

Transcarent; United States; On-site; USD 38,000 - 50,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Paid time off and holidays

Remote work setup support

Job summary

Transcarent is seeking an Intake Coordinator to support Members seeking surgical care and related benefits. You will focus on delivering a world-class experience, guiding members through benefits, and driving the first-touch experience in a fast-paced contact center.

The role emphasizes teamwork, strong communication, and the ability to handle sensitive information. A designated home office and remote work setup are preferred, with occasional flexible scheduling.

Qualifications

• 1 year of experience in a customer service and/or sales call center role.
• Verifiable strong ability to influence.
• Excellent communication skills in English, both spoken and written.

Responsibilities

• Engage, educate, and qualify members about Surgery Care program offerings.
• Convert leads into users of the care experiences provided.
• Route calls to the appropriate pod member for next steps.
• Deliver exceptional customer service through inbound/outbound calls.
• Verify benefits and handle sensitive information per policy.
• Collaborate with internal clinical professionals as needed.
• Adjust shifts and schedule including occasional overtime or holidays.

Skills

Customer service

Call center

Teamwork

Critical thinking

Problem solving

MS Office

Salesforce CRM

Tools

Microsoft Office

Salesforce

Slack/Zoom

Job description

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 offering s. 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

What you’ll do

• 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 holiday s).
• May or will work evening/overnight shifts on a rotating sc hed ule.

What we’re looking for

• 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 i nformation daily.
• Ability to build long‑lasting relationships, provide professional and knowledgeable guidance
• Exemplify great team‑oriented behavior to achieve goals
• Possess a c ompetitive 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)

Who We Are

Transcarent is the One Place for Health and Careᵀᴹ, bringing medical, pharmacy, and point solutions together with the WayFindingᵀᴹ 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.