Seasonal Intake Specialist

Company Overview

Cohere Health is a fast-growing clinical intelligence company that’s improving lives at scale by promoting the best patient-specific care options, using cutting-edge AI combined with deep clinical expertise. In only four years our solutions have been adopted by health plans covering over 15 million lives, while our revenues and company size have quadrupled.  That growth combined with capital raises totaling $106M positions us extremely well for continued success. Our awards include: 2023 and 2024 BuiltIn Best Place to Work; Top 5 LinkedIn™ Startup; TripleTree iAward; multiple KLAS Research Points of Light awards, along with recognition on Fierce Healthcare's Fierce 15 and CB Insights' Digital Health 150 lists.

Opportunity Overview: 

The Seasonal Intake Specialist position is a temporary role on our team to assist in a critical business program. In this seasonal role, you will draw on your experience to provide top-of-the-line service to our customers. This seasonal role will service inbound calls, emails, and/or faxes from our customers. This position will also assist our clinical staff in gathering and collecting all necessary information from our customers in a timely manner to ensure that deadlines are met. You will need to be an agile thinker and able to work in an environment that is in flux. 

Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

What will you do

•   Answer inbound phone calls, emails, and faxes from healthcare providers
•   Provide exemplary customer service with every interaction
•   Provide resolution on first interaction with the caller
•   Deliver quality results with every interaction in a timely manner
•   Collect and gather all necessary information for clinical review
•   You will be cross-trained with other various positions within the company
•   Must have a strong sense of self-awareness, willingness to learn and accept coaching to improve
•   Must have empathy of others and ability to build rapport
•   Thrive in a fast-paced environment, and are willing to jump in and help other team members
•   Interact with customers via inbound calls, outbound calls, emails, and other communication platforms 

Your competencies

•   Strong communication skills, able to take unstructured information and structure it
•   Ability to work cross-functionally across remote teams
•   Familiarity with Prior Authorization processes in healthcare
•   Kind, Patient, and Caring in even the most stressful situations
•   Intellectual curiosity with a strong desire to understand a problem and work it to a viable solution
•   Ability to navigate and use multiple systems to compile needed information in a timely manner
•   Skilled in problem-solving and delivering quality results.
•   Demonstrates ability to de-escalate escalated calls.
•   Excellent interpersonal skills, oral and written communication skills
•   Ability to meet established performance targets for quality and volume completed on an hourly, daily, weekly, and monthly basis
•   Flexibility and agility, works well in ambiguous situations, clear understanding of an early-stage startup environment

Your background

• Experience in a Contact Center/Production environment (Required)
• Call center: 2 years (Required)
• Customer service: 3 years (Preferred)
• Healthcare experience a plus
• Experience as a medical assistant, clinical assistant, or healthcare assistant preferred
• Proficient in the use of computers in daily function
• Preferred proficiency in using a Mac
• Must have excellent computer skills, with a strong understanding of most major applications including GSuite products and Microsoft products
• Excellent communication skills both written and oral
• Passionate about continuous process improvement, always actively seeking out practical solutions to challenging business problems
• You understand that this position is very fluid and the term “not my job” doesn’t exist
• High school diploma, GED, required
• Associates degree preferred
• Must be able to pass criminal background check
• Must be able to sit or stand at a desk/table and operate a phone system and a Mac computer for up to 8 hours per day, 40 hours per week.
• Must have reliable wifi in the space in which you will be working.

Important to know about this role:

• This is a 100% remote role and requires robust internet speeds (above 50 megabytes/second downloads & 25 megabytes/second upload), including the ability to utilize Zoom meeting software and to stream video
• This is a seasonal position with an anticipated end date of February 2025
• We strongly believe in pay equity and transparency and as such would like to share that our hourly rate of pay for this position is $17.50.

We can’t wait to learn more about you and meet you at Cohere Health!

Equal Opportunity Statement 

Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all. To us, it’s personal

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