Member Intake Coordinator

About Leap

Leap is a rapidly expanding benefits platform and an innovator in employer specialty pharmacy. The company is focused on changing how complex therapies are arranged and financed so patients can access needed treatment while employers receive a more transparent and equitable solution.

Specialty drugs and infusion services account for close to 10% of total healthcare spending and are the fastest-rising cost area for employers. Leap addresses this by removing hidden pricing markups, broadening access to trusted infusion providers, and making specialty therapy pricing and payment easier to understand.

Leap works with many Fortune 500 organizations and top TPAs. Each patient interaction is designed to deliver measurable value through lower costs, better access, and improved care.

About the role

The Member Intake Coordinator is a fast-paced, outreach-heavy position built for someone who enjoys constant activity and switching between channels. You will complete 80–100+ member touchpoints each day using phone, SMS, and email to reach members, earn trust quickly, and move them through intake efficiently and compassionately.

This is not a scripted phone role. You will need to think through the best way to reach people who have not replied, adjust timing and messaging across different channels, and help members understand the value of moving their infusion care to Leap. Some members may hesitate, and you will need to persuade thoughtfully, with patience and honesty.

You will own the member relationship from the initial outreach until the case is handed off to the Care team, acting as the main contact during intake. As the company scales, your input will also help shape how this function improves and evolves. This role suits someone who likes high activity, enjoys finishing cases, and gets satisfaction from helping patients move forward.

You will work closely with Care Guides, Member Growth, and Care Operations, and report to the Head of Member Operations and Strategy. The schedule is 10am to 6pm PT.

Key responsibilities

High-volume member outreach

• Make 80–100+ outreach attempts daily by phone, SMS, and email to connect with members and collect the intake information needed.
• Use a thoughtful outreach strategy by adjusting timing, channel, and message to improve contact rates across a broad member base.
• Establish trust quickly, explain Leap’s value in a clear and caring way, and help undecided members move forward with care.
• Act as the member’s primary contact from the first message until the case is transferred to the Care team.
• Handle many active cases at once without missing follow-ups or letting tasks slip.

Intake, scheduling, and care transitions

• Collect and confirm member demographic, clinical, and treatment details needed to start care.
• Keep following up by phone, SMS, and email until all outstanding documents are received and the case is complete.
• Arrange and confirm treatment appointments while coordinating with nursing agencies and infusion providers.
• Confirm medication delivery and make sure members know the preparation steps before treatment begins.
• Prepare detailed handoffs for Care Coordinators, including intake notes, documentation, and next actions.

Systems, documentation, and operational discipline

• Use CRM, EHR, and outreach tools confidently, and look for ways to work more efficiently.
• Keep records current and accurate across systems so handoffs and care continuity remain smooth.
• Track every follow-up carefully so no member question or open case is left unresolved.
• Escalate urgent concerns to the right clinical staff based on protocol.
• Follow HIPAA and privacy standards in every communication and record.

Process improvement and startup flexibility

• Share feedback on intake and outreach workflows by identifying friction and suggesting improvements.
• Adapt quickly as tools, systems, and processes change in a fast-moving startup environment.
• Join team discussions and work cross-functionally with Care Operations and clinical teams.

Required qualifications

• At least 2 years of experience in a high-volume outbound or client-facing position such as patient outreach, member engagement, customer support, call center, business development, or B2C client services.
• Proven ability to complete 80–100+ outreach actions per day while managing multiple active cases.
• Strong persuasive and empathetic communication skills with the ability to build trust, respond to objections calmly, and guide decisions.
• A strategic mindset for outreach, with the ability to think about when, how, and why each contact should happen.
• Comfort working with CRM, dialers, or outreach platforms, plus the ability to learn new tools quickly.
• Excellent written communication for SMS and email.
• Comfort with change and the pace of a startup setting.
• Very strong organization and attention to detail across a large caseload.
• Availability to work from 10am to 6pm Pacific Time.

Preferred qualifications

• At least 1 year of experience in healthcare or a medical environment, regardless of setting.
• Background in specialty pharmacy, infusion services, or another high-acuity care setting.
• Exposure to insurance benefits verification or specialty medication processes.
• Spanish fluency, both spoken and written.
• Experience in a healthcare startup or fast-paced virtual care operation.
• Familiarity with Salesforce, HubSpot, or comparable CRM and dialer systems.

Additional information

Leap is committed to equal opportunity hiring and welcomes candidates from all backgrounds. The company aims to build a team that reflects a broad mix of perspectives, experiences, and identities.

Compensation for this position is listed at $60K to $75K annually.