Member Intake Coordinator

About the role

You will own the end to end member intake journey from the first point of contact through successful handoff to clinical care. This outbound first position requires you to execute a high volume of daily member touchpoints across phone, SMS, and email while maintaining a high standard of empathy and clarity. You will be responsible for persuading members to transition their infusion care to Leap and articulating the value of our specialty pharmacy model with honesty and patience. Your role involves building rapid trust with patients who may be undecided or hesitant and guiding them through each step of the intake process. You will serve as the primary point of contact for members throughout their transition, ensuring continuity and a seamless experience. As Leap grows, you are expected to observe friction in the process and speak up with ideas for improvement. This position demands comfort with constant motion, a full queue, and the satisfaction of closing cases and helping patients move forward in their care.

Key facts

What you'll do

Execute a minimum of 80 to 100 daily outreach touchpoints by phone, SMS, and email to connect with members and gather required intake details.

Approach outreach strategically by varying timing, channel, and message to reach a diverse population and maximize contact rates.

Build trust quickly through empathetic communication and clearly explain why transitioning care to Leap is in the member's best interest.

Serve as the single point of contact for members from first outreach through handoff to the Care team, owning the relationship throughout intake.

Simultaneously manage a high volume of open cases while ensuring no member inquiry or task falls through the cracks.

Gather and verify member demographic, clinical, and treatment information needed to initiate specialty pharmacy care.

Follow up persistently on outstanding documentation through phone, SMS, and email until all required materials are received and cases are complete.

Schedule and confirm treatment appointments while coordinating closely with nursing agencies and infusion provider networks.

Confirm medication receipt and educate members on treatment preparation steps before therapy begins.

Prepare detailed intake summaries and handoff materials for Care Coordinators to ensure smooth clinical transitions.

Use CRM, EHR, and outreach tools fluently to streamline workflows and improve efficiency.

Maintain accurate and up-to-date records in all systems to support continuity of care and seamless handoffs.

Track every follow-up diligently so that no member question or open case remains unanswered.

Identify urgent member concerns and escalate them promptly to clinical staff according to established protocols.

Contribute feedback on intake and outreach processes, highlighting friction points and proposing improvements in a fast evolving startup environment.

Participate actively in team meetings and collaborate cross functionally with Care Operations and clinical teams.

Requirements

You must bring 2 or more years of experience in high volume outbound or client facing roles such as patient outreach, member engagement, customer support, call center, BDR, or B2C client services.

You have demonstrated the ability to sustain 80 to 100 plus daily outreach activities while juggling multiple open cases without losing track of details.

You are a persuasive and empathetic communicator who builds trust quickly, handles objections with patience, and guides people toward decisions.

You approach problem solving strategically, adapting your approach based on member responsiveness, timing, and channel effectiveness.

You are comfortable working remotely in a fully distributed team and collaborating effectively through digital communication tools.

You have strong written and verbal communication skills and can convey complex benefits and care instructions clearly to members.

You are highly organized, disciplined with documentation, and committed to following through on every follow up.

You are comfortable using technology, including CRMs, EHRs, and various SaaS tools, and you look for ways to work smarter rather than harder.

Nice to have

Experience in specialty pharmacy, healthcare navigation, or a regulated clinical environment where attention to compliance is essential.

Background in benefits coordination, prior authorization, or payer operations within a benefits or pharmacy setting.

Experience with CRM and outreach automation platforms, including call scheduling and multi channel sequence management.

Practical notes

This role operates during core business hours from 10am to 6pm Pacific Time.

The position is fully remote with no travel required.

No visa sponsorship is mentioned for this role.

There is no explicit deadline listed for applications in the provided source material.