Offer summary

Qualifications:

High school diploma or equivalent is required., At least 1 year of experience in a call center, healthcare coordination, or customer service role., Strong communication skills across phone, chat, and written documentation., Empathetic, detail-oriented, and organized..

Key responsibilities:

Handle inbound calls from members, providers, and partner organizations with professionalism and empathy.

Support referral processing by coordinating requests submitted by third-party partners.

Monitor and respond to live chat inquiries, providing prompt and accurate support.

Accurately document member interactions and referral details in internal systems in real-time.

Job description

About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com .

The Intake Coordinator I is a key member of our front-line operations, responsible for supporting the intake and coordination of member requests and interactions. This role is focused on providing timely, empathetic, and accurate assistance across multiple communication channels, including phone, chat, and digital intake forms.

Key Responsibilities:

Handle inbound calls from members, providers, and partner organizations with professionalism and empathy.
Support referral processing by coordinating requests submitted by third-party partners.
Monitor and respond to live chat inquiries, providing prompt and accurate support to members and stakeholders.
Review and assist with electronic (EMO) requests submitted by members via digital platforms.
Accurately document member interactions and referral details in internal systems in real-time.
Collaborate with internal teams to ensure smooth case transitions and excellent member service.
Identify and escalate urgent issues or complex cases to the appropriate team or leadership.
Maintain a strong working knowledge of intake policies, EMO procedures, and referral workflows.

Qualifications:

High school diploma or equivalent required.
Minimum 1 year of experience in a call center, healthcare coordination, or customer service role.
Strong communication skills across phone, chat, and written documentation.
Comfortable multitasking in a fast-paced, technology-driven environment.
Empathetic, detail-oriented, and organized.
Preferred Skills:
Familiarity with EMR systems or referral management platforms.
Experience in healthcare, insurance, or medical records coordination.
Bilingual (English/Spanish) is a plus.

The salary range for this role is:

$35200-$51000

Annually

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:

Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO.

HDHP medical plan with generous employer contributions towards an HSA

401(k) Retirement Plan with matching employer contributions

Open Time Off

Accrued Sick & Safe Time Off

Generous Holiday Schedule + 5 floating holidays

Paid parental leave

Subsidized commuter benefits programs

Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Headspace

1 Volunteer day per year

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.