Intake Coordinator

The Surgery Intake & Care Coordinator is responsible for providing world-class support to Members seeking surgical care and other benefits offerings. This role combines the first-touch intake experience with the coordination and follow-through that support Members throughout their surgery care journey. You will educate Members about the Surgery Care program, understand their needs, coordinate records and next steps, and partner with internal clinical and operational teams to help deliver a seamless experience.

Your work will be critical to delivering superior Member care to a rapidly growing member base. The role requires excellent communication, sound judgment, strong organization, and the ability to work within established protocols while escalating clinical questions and decisions to the appropriate licensed clinical professional.

Work Schedule Monday – Friday, 12:30pm - 9:00pm CST What you’ll do

• Serve as a knowledgeable and compassionate first point of contact for new and existing Members seeking information about Surgery Care and other available benefits.
• Engage, educate, and qualify Members on the Surgery Care program, ensuring benefits, eligibility, process expectations, and next steps are clearly articulated and understood.
• Provide exceptional customer service through inbound and outbound calls, secure messaging, and email in a fast-paced, member-focused environment.
• Verify benefits and eligibility, ask probing questions to understand the Member’s needs, and identify additional support or service opportunities.
• Determine the appropriate next step for each Member, including completing the intake process, coordinating follow-up, or routing the case to the pod member or clinical professional best positioned to assist .
• Build trust with Members during potentially difficult health-related experiences and provide professional, caring, and knowledgeable guidance.
• Collect, request, organize, and track applicable medical records, imaging, forms, and other documentation needed to support clinical review and care coordination.
• Coordinate with Members, providers, facilities, health plans, travel coordinators, and internal teams to support scheduling, paperwork, authorizations, and other logistical needs throughout the surgery journey.
• Support provider and facility selection by coordinating approved options and next steps in partnership with the clinical team; do not make independent clinical determinations outside the scope of the role.
• Maintain timely , accurate documentation in Salesforce and other systems, including case status, Member communications, records activity, follow-up actions, and escalations.
• Partner closely with registered nurses and other clinical professionals to provide Member guidance, resolve barriers, and escalate clinical questions, red flags, or issues requiring licensed review.
• Coordinate proactive Member follow-up through pre-operative preparation, surgery scheduling, post-operative needs, and recovery check-ins, as assigned.
• Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements and all applicable privacy and security standards.
• Meet established service, quality, productivity, documentation, and response-time expectations.
• Adjust shift and scheduling based on the needs of the organization, including occasional paid overtime, shift differential, and working holidays.
• May or will work evening or overnight shifts on a rotating schedule.

What we’re looking for

• At least 1 year of experience in a customer service, patient-service , healthcare service center, or sales call center role.
• Experience in a medical office, surgery coordination, medical records, health insurance, or other healthcare setting preferred.
• Familiarity with medical terminology, clinical documentation, medical records workflows, benefits verification, and healthcare scheduling preferred.
• Strong ability to influence, educate, and build trust while maintaining appropriate role boundaries.
• Ability to work effectively in a team environment and collaborate with clinical and operational partners.
• Strong critical thinking, problem-solving, prioritization, and follow-through skills.
• Ability to effectively organize work activities, manage multiple cases, and meet deadlines in a rapidly changing environment.
• A “delight the customer” attitude and a caring personality, with a willingness to make extra effort to ensure Members are supported during potentially difficult times .
• Strong administrative and technical skills; comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), CRM tools such as Salesforce, IM/video conferencing tools such as Slack and Zoom, and telephones efficiently.
• Excellent communication skills, spoken and written, in English; comfortable talking on the phone for extended periods and replying to messages and emails in a timely manner .
• Trustworthy and accountable behavior, capable of viewing and maintaining confidential personal information daily.
• Ability to recognize when a Member’s needs require clinical review and to escalate appropriately to a licensed clinical professional.
• Ability to build long-lasting relationships and provide professional, knowledgeable guidance.
• Exemplify great team-oriented behavior to achieve goals.
• Possess a competitive drive and entrepreneurial confidence to succeed, with a high level of ownership, accountability, and initiative.
• A designated, distraction-free home office space with the ability to hard-wire connect to high-speed internet (no Wi-Fi).

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
• Time off and holidays
• Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
• Mental Health and Wellness benefits

Location

You must be authorized to work in the United States. Depending on the position we may have a preference to a specific location but are generally open to remote work anywhere in the US.

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.