Intake Specialist

Company Overview Cohere Health is illuminating healthcare for patients, their doctors, and all those who are important in a patient’s healthcare experience, both in and out of the doctors office.  Founded in August, 2019, we are obsessed with eliminating wasteful friction patients and doctors experience in areas that have nothing to do with health and treatment, particularly for diagnoses that require expensive procedures or medications.  To that end, we build software that is expressly designed to ensure the appropriate plan of care is understood and expeditiously approved, so that patients and doctors can focus on health, rather than payment or administrative hassles. Opportunity Overview:  The Intake Specialist position is a crucial role in our organization as business needs change quickly — in this role you are responsible for performing a full range of activities that will positively impact the organization and contribute to guiding the strategic operations for the company.  As an Intake Specialist, you will help us accelerate our culture through interactions with our customers. In this position, you will draw on your experience to provide top of the line service to our customers that will help Cohere Health build our brand. This position will service inbound calls, emails, and/or faxes from our customers. This position will also assist our clinical staff in gathering and collecting all necessary information from our customers in a timely manner to ensure that deadlines are met. You will need to be an agile thinker and able to work in an environment that is in flux. This is a position that offers the ability to make a substantive mark on the organization/operations structure of an up and coming company with exponential growth opportunity. Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles . We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone. What will you do   Answer inbound phone calls, emails, and faxes from health care providers   Provide exemplary customer service with every interaction   Provide resolution on first interaction with the caller   Deliver quality results with every interaction in a timely manner   Collect and gather all necessary information for clinical review   You will be cross-trained with other various positions within the company   Must have a strong sense of self-awareness, willingness to learn and accept coaching to improve   Must have empathy of others and ability to build rapport   Thrive in a fast-paced environment, and are willing to jump in and help other team members   Interact with customers via inbound calls, outbound calls, emails, and other communication platforms  Your competencies   Strong communication skills, able to take unstructured information and structure it   Ability to work cross functionally across remote teams   Familiarity with Prior Authorization processes in healthcare   Kind, Patient and Caring in even the most stressful situations   Intellectual curiosity with a strong desire to understand a problem and work it to a viable solution   Ability to navigate and use multiple systems to compile needed information in a timely manner   Skilled in problem solving and delivering quality results.   Demonstrates ability to de-escalate escalated calls.   Excellent interpersonal skills, oral and written communication skills   Ability to meet established performance targets for quality and volume completed on an hourly, daily, weekly, monthly basis   Flexibility and agility, works well in ambiguous situations, clear understanding of an early stage startup environment Your background Experience in a Contact Center/Production environment Call center: 2 years (Preferred) Customer service: 3 years (Preferred) Healthcare experience a plus Experience as a medical assistant, clinical assistant, or healthcare assistant preferred Proficient in use of computers in daily function Preferred proficient in using a Mac Must have excellent computer skills, with a strong understanding of most major applications including GSuite products and Microsoft products Excellent communication skills both written and oral Passionate about continuous process improvement, always actively seeking out practical solutions to challenging business problems You understand that this position is very fluid and the term “not my job” doesn’t exist High school diploma, GED, required Associates degree preferred Must be able to pass criminal background check Must be able to sit or stand at a desk/table and operate a phone system and a Mac computer for up to 8 hours per day, 40 hours per week. Must have reliable wifi in the space in which you will be working. Important to know about this role: This is a 100% remote role, and requires robust internet speeds (above 50 megabytes/second) , including the ability to utilize zoom meeting software and to stream video We strongly believe in pay equity and transparency and as such would like to share that our hourly rate of pay for this position is $18.00 and an annual bonus .  We can’t wait to learn more about you and meet you at Cohere Health! Equal Opportunity Statement  Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all. To us, it’s personal   #LI-Remote #BI-Remote