About the Role

The Member Intake Specialist team member plays a critical role in supporting prospective community members throughout their journey into care while ensuring operational workflows are completed accurately and efficiently. This position combines member engagement, administrative support, insurance verification, lead management, and scheduling support to help provide a seamless experience for prospective members and support the success of the Access Team.

Working closely with prospective community members, this role ensures appointments are prepared, onboarding requirements are completed, insurance is verified, leads receive timely follow-up, and members receive compassionate guidance throughout the enrollment process. This position also supports inbound member inquiries and proactive outreach efforts to improve access to care and achieve organizational scheduling and engagement goals.

This position reports to the Access Team Supervisor. This is a part-time role at 24 hours per week, working three 8-hour shifts each Saturday, Sunday, and Monday.

What You'll Do

• Understand Eleanor Health's whole-person care model and communicate its value in a compassionate, professional, and non-judgmental manner.
• Build trust with prospective community members while guiding them through the intake and scheduling process.
• Respond to inbound inquiries regarding Eleanor Health's services and assist individuals in determining appropriate care options.
• Schedule intake appointments and coordinate services using Athena Health and other scheduling platforms.
• Verify insurance eligibility using approved verification tools and accurately document insurance information.
• Explain insurance benefits, coverage, and financial responsibility in an easy-to-understand manner.
• Identify and resolve insurance discrepancies whenever possible before scheduled appointments.
• Process self-scheduled appointments by reviewing onboarding requirements, preparing appointments, and ensuring all necessary information is completed prior to clinical visits.
• Complete administrative onboarding activities, including updating member records, assigning providers, verifying communication consents, sending patient portal invitations, requesting insurance documentation, and preparing appointments for clinical teams.
• Utilize Salesforce to document all member interactions, complete workflow tasks, manage outreach activities, and maintain accurate lead records.
• Create and assign outreach tasks when additional follow-up is required due to incomplete onboarding, missing insurance information, or unsuccessful member contact.
• Conduct outbound outreach through phone, SMS, and email to engage prospective community members, answer questions, and encourage completion of onboarding requirements.
• Support lead management by reviewing and following up on prospective member leads, documenting outcomes, scheduling follow-up activities, and maintaining accurate lead statuses.
• Coordinate self-pay discussions and assist prospective members in understanding available payment options when applicable.
• Communicate appropriately with out-of-network members by following established workflows and providing alternative resources when Eleanor Health is unable to provide services.
• Assist prospective members with virtual appointment preparation, including patient portal registration and telehealth readiness.
• Schedule Group OBAT appointments when appropriate and educate prospective members on Eleanor Health's group treatment model.
• Collaborate closely with clinical teams, financial services, and operational partners to ensure prospective members receive timely access to care.
• Identify barriers that may impact scheduled appointments and escalate concerns appropriately.
• Maintain accurate, timely documentation in Athena Health, Salesforce, and other required systems.
• Ensure all work is completed in accordance with Eleanor Health policies, workflows, compliance standards, and quality expectations.
• Contribute to reducing scheduling backlogs, improving conversion opportunities, and creating a seamless experience for prospective community members.

Who You Are

• Has 2–4 years of customer service, healthcare administration, scheduling, or contact center experience.
• Has previous experience in behavioral health, substance use treatment, medical scheduling, or healthcare operations preferred.
• Is comfortable working in a fast-paced, technology-driven environment while managing multiple priorities.
• Has experience using electronic medical records (EMRs), CRM systems, and scheduling platforms.
• Possesses excellent organizational skills and exceptional attention to detail.
• Demonstrates strong written and verbal communication skills.
• Has outstanding customer service and active listening abilities.
• Is compassionate, empathetic, resilient, and non-judgmental.
• Can effectively explain complex topics, including insurance and treatment options, in a simple and supportive manner.
• Is highly self-motivated and able to work independently while collaborating with cross-functional teams.
• Has strong critical-thinking and problem-solving skills.
• Is proficient with Microsoft Office or Google Workspace.

Preferred:

• Experience using Athena Health and Salesforce.
• Experience verifying medical insurance eligibility.
• Knowledge of Medication-Assisted Treatment (MAT) or behavioral health services.
• Experience supporting virtual healthcare or telehealth operations.

Compensation & Benefits

The total target compensation range for this position is $22-23 an hour. The actual compensation offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job.

Eleanor Health offers a generous benefits package to full-time W-2 employees, which includes:

• Generous Paid Time Off (prorated for new employees) - unplug, relax, and recharge! 
• • 12 Vacation days
  • 12 Wellness (Sick) days
  • 3 Floating holidays
  • 9 Company-observed holidays
  • Jury Duty, Voting Leave, and other forms of paid time off may be available
• Eleanor-paid medical and dental insurance plans, with affordable vision coverage -We are a health first company, and we strive to make our plans affordable and accessible.
• 401(k) plan with 3% match - We are excited to be able to support the long-term financial well-being of our team in a way that reinforces Eleanor’s commitment to equity.
• Short-term disability - We understand that things happen, we want you to feel comfortable to take time to get better.
• Long Term Disability - Picks up where Short Term Disability leaves off (employee paid).
• Life Insurance - Both Eleanor and employee-paid options are available.
• Family Medical Leave -Eleanor Health’s Paid Family & Medical Leave (“PFML”) is designed to provide flexibility and financial peace of mind for approved family and medical reasons such as the birth, adoption, or fostering of a child, and for serious health conditions that you or a family member/significant other might be facing.
• Wellness Perks & Benefits -Mental Health is important to us and we want our employees to have the accessibility you deserve to talk things through, zen with a mindfulness app, or seek assistance from health advocates
• • Mindfulness App Reimbursement
  • EAP with eight face-to-face sessions
  • Virtual health and wellness visits covered by our medical plan.