Intake Coordinator (Bilingual)

About the role

We are hiring a Bilingual Intake Coordinator (Spanish/English) to guide families from first contact through the start of care. You will be the front door to Alpaca, owning the intake experience end-to-end, navigating insurance complexity, and ensuring every family is set up for success. This role requires empathy, precision, and the ability to move families forward with clarity.

What You'll Do

• Own the intake journey: guide families from initial inquiry through confirmed start of care; proactively follow up via phone, text, and email to keep momentum; ensure all required information and documents are completed on time
• Navigate insurance and access to care: help families work through insurance requirements (e.g., Tricare ECHO enrollment, referrals, prior steps); coordinate benefit verification and communicate next steps clearly; partner with billing and insurance ops to resolve issues quickly
• Be the trusted point of contact for families: explain patient responsibility, coverage, and expected costs in a clear, empathetic way; set expectations around timelines, requirements, and what "ready for care" looks like; build trust while maintaining urgency and accountability
• Coordinate across internal teams: work closely with billing, operations, and partnerships to move cases forward; surface blockers early and drive resolution; ensure clean handoffs once families are ready to start care
• Ensure quality and fit: assess whether families are a strong fit for Alpaca's model and providers; flag concerns and ensure alignment before starting services; maintain a high bar for readiness and experience
• Drive operational excellence: maintain accurate records and tracking across systems; identify patterns, bottlenecks, and opportunities to improve intake workflows; take on additional responsibilities as needed to improve speed and quality of care access

Who You Are

• You are deeply empathetic but know how to push when needed
• You communicate clearly and confidently, especially around complex or sensitive topics
• You are highly organized and follow through relentlessly
• You are comfortable navigating ambiguity and solving problems in real time
• You take ownership—you don't wait for someone else to fix things
• You are fluent in both Spanish and English (required)

Why Join

• Direct exposure to company-building at an early stage
• Real ownership of critical initiatives from day one
• The opportunity to materially impact families and clinicians
• A fast learning curve that few roles can match