Member Intake Coordinator

This is a high-volume, outbound-first position where the Member Intake Coordinator connects with members via phone, SMS, and email, guides them through the intake process, and helps them transition their infusion care to Leap. The role owns the member relationship from first outreach through handoff to the Care team. The position reports to the Head of Member Operations and Strategy and operates 10am–6pm PT. Leap is a benefits solutions company and employer specialty pharmacy.

Responsibilities

Execute 80–100+ daily outreach touchpoints via phone, SMS, and email to connect with members and collect required intake information; Build rapport quickly and communicate Leap's value clearly and empathetically; Serve as the primary point of contact for members from first outreach through handoff to the Care team; Manage a high volume of simultaneously open cases; Gather and validate member demographic, clinical, and treatment information required to initiate care; Follow up on outstanding documentation until cases are complete; Schedule and confirm treatment appointments, coordinating with nursing agencies and infusion providers; Verify medication receipt and ensure members understand treatment preparation requirements; Prepare comprehensive handoffs to Care Coordinators; Maintain accurate, up-to-date documentation across systems; Identify and escalate urgent member concerns to appropriate clinical staff according to protocol; Uphold strict HIPAA compliance and member privacy standards; Contribute feedback on intake and outreach workflows and propose improvements; Participate in team meetings and collaborate cross-functionally with Care Operations and clinical staff

Requirements

2+ years of experience in a high-volume outbound or client-facing role (patient outreach, member engagement, customer support, call center, BDR, or B2C client services); Demonstrated ability to sustain 80–100+ daily outreach activities while managing multiple open cases; Persuasive, empathetic communicator who builds trust fast and handles objections with patience; Strategic approach to outreach; Tech-savvy and tool-fluent across CRM, dialers, or outreach platforms; Strong written communication across SMS and email; Adaptable and energized by change; Exceptional attention to detail and organizational ability; Available to work 10am–6pm Pacific Time

Nice to have

1+ year of healthcare or medical experience (any setting, clinical background not required); Experience in specialty pharmacy, infusion services, or other high-acuity care settings; Familiarity with insurance benefits verification or specialty medication workflows; Spanish fluency (spoken and written); Experience working in a healthcare startup or fast-paced virtual care operation; Familiarity with Salesforce, HubSpot, or similar CRM and dialer systems