Member Intake Coordinator

Job description

# **About Leap** Leap is one of the fastest-growing benefits solutions and a category-defining pioneer in employer specialty pharmacy. We are reshaping how life-changing therapies are delivered and financed, ensuring patients get the treatment they need while employers finally get a fair deal. Specialty drugs and infusions represent nearly 10% of all healthcare spend and are the fastest-growing cost category for employers. Leap tackles this challenge with a novel approach: eliminating hidden markups, expanding access to high-quality infusion providers, and bringing clarity and fairness to how therapies are priced and paid for. We’re proud to partner with numerous Fortune 500 companies and leading TPAs. Each patient we serve creates immediate ROI: lower costs, improved access, and better care. Join us as we redefine what’s possible in specialty care. # **About the Role** This is a role for someone who thrives in motion. The Member Intake Coordinator is a high-volume, outbound-first position where you’ll be making **80–100+ member touchpoints daily** across phone, SMS, and email, working to connect with members, build trust quickly, and guide them through the intake process with efficiency and warmth. You won’t be reading from a script. You’ll be thinking strategically about how to reach people who haven’t responded, adapting your approach across channels and timing, and helping members understand why transitioning their infusion care to Leap is genuinely in their best interest. Some members will be undecided, your job is to persuade them, patiently and honestly, with a clear articulation of Leap’s value. You’ll own the member relationship from first outreach through a successful handoff to the Care team, serving as their primary point of contact throughout intake. And as Leap continues to grow, you’ll have a real voice in how this function evolves: we want people who notice what’s not working and speak up about it. This role is not for someone who prefers a steady, predictable pace. It’s for someone who gets energy from a full queue, loves closing cases, and finds genuine satisfaction in helping a patient take their next step toward care. You’ll partner closely with Care Guides, Member Growth, and Care Operations. This position reports to the Head of Member Operations and Strategy and operates **10am–6pm PT**. # **Key Responsibilities** **High-Volume Outbound Member Engagement** - Execute 80–100+ daily outreach touchpoints via phone, SMS, and email to connect with members and collect required intake information. - Approach outreach strategically, vary timing, channel, and messaging to maximize contact rates across a diverse member population. - Build rapport quickly and communicate Leap’s value clearly and empathetically; guide undecided members toward committing to care. - 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 without letting anything fall through the cracks. **Intake, Scheduling & Care Transitions** - Gather and validate member demographic, clinical, and treatment information required to initiate care. - Follow up on outstanding documentation via phone, SMS, and email 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 prior to therapy. - Prepare comprehensive handoffs to Care Coordinators, including intake summaries, documentation, and next steps. **Tooling, Documentation & Operational Rigor** - Leverage CRM, EHR, and outreach tooling fluently, actively look for ways to work smarter, not just harder. - Maintain accurate, up-to-date documentation across systems to ensure seamless handoffs and continuity of care. - Track follow-ups diligently; no member inquiry or open case goes unanswered. - Identify and escalate urgent member concerns to appropriate clinical staff according to protocol. - Uphold strict HIPAA compliance and member privacy standards across all communications and records. **Process Improvement & Startup Adaptability** - Contribute feedback on intake and outreach workflows — identify friction points and propose improvements. - Adapt quickly as systems, tools, and processes evolve in a fast-moving startup environment. - Participate in team meetings and collaborate cross-functionally with Care Operations and clinical staff. # **Qualifications** **Required** - 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 — you build trust fast, handle objections with patience, and know how to guide someone to a decision. - Strategic approach to outreach — you don’t just dial; you think about when, how, and why each touchpoint happens. - Tech-savvy and tool-fluent: comfortable across CRM, dialers, or outreach platforms and proactive about learning new systems. - Strong written communication across SMS and email. - Adaptable and energized by change — startup environments shift fast and that doesn’t slow you down. - Exceptional attention to detail and organizational ability across a high volume of cases. - Available to work 10am–6pm Pacific Time. **Preferred** - 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. At Leap, we’re building an outlier company with real impact — and that takes focus, energy, and commitment. If that excites you, we’d love to hear from you. Leap is an equal opportunity employer and welcomes applicants from all backgrounds. We’re committed to building a team that reflects a diversity of perspectives, experiences, and identities.