Member Intake Specialist
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Job Description
Remote Member Intake Specialist connecting prospective members to Eleanor Health’s addiction and mental health care. Guiding enrollment through consultative intake, referrals, follow-up, and CRM documentation.
Responsibilities:
- Serve as the first point of contact for prospective members via inbound phone calls, web form submissions, and online scheduling workflows
- Proactively reach out to prospective members who abandon online scheduling, submit information requests, or miss their first appointment
- Educate prospective members about Eleanor Health’s whole-person care model and position Eleanor as an option for substance-use support
- Use a consultative, sales-oriented approach to understand needs, motivations, and barriers; address concerns; and articulate the value of Eleanor Health’s care model
- Own leads by creating follow-up tasks, documenting next steps, and ensuring prospective members do not fall through the cracks
- Manage inbound referrals from external providers and community partners, confirm receipt, provide appropriate status updates, and request additional contact information when needed
- Meet or exceed performance metrics including answer rate, speed to answer, quality score, and conversion to scheduled and completed first appointments
- Document interactions accurately in Salesforce CRM and Athena EMR
- Collaborate with clinical and operations teams to ensure a seamless member experience
- Incorporate feedback, coaching, and performance data to continuously improve the intake approach
Requirements:
- Experience in healthcare, ideally in patient access, care coordination, community outreach, admissions, intake, or member engagement
- Persuasive, confident, outcomes-oriented sales mindset while remaining empathetic and ethical
- Comfort working in a metrics-driven environment
- Commitment to expanding access to high-quality, stigma-free addiction and mental health care
- Ownership of follow-up plans and prospective member leads
- Ability to move quickly, manage multiple leads, and thrive in a fast-paced environment
- Tech-savvy and comfortable working across CRM systems, scheduling tools, and communication platforms
- Ability to adapt to change and build new processes rather than rely on rigid scripts
- Clear, warm, and professional communication in emotionally complex or high-stakes conversations
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