Member Intake Specialist (Part-Time)

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.

This position works closely with prospective community members, ensuring 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 role also supports inbound member inquiries and proactive outreach efforts to improve access to care and achieve organizational scheduling and engagement goals.

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.
• 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.

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.
• 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.
• 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.