Member Intake Specialist

About Eleanor Health

Eleanor Health is focused on helping people impacted by addiction build healthier, more fulfilling lives. The organization is creating a long-term, whole-person, value-based care model for communities, with the goal of expanding access to addiction and mental health support. The team is mission-driven, ambitious, and committed to hiring experienced talent that can help turn that vision into reality for every person they serve.

About the Role

The Member Access Specialist is an important front-line role that helps connect prospective members to addiction and mental health services. This position sits at the crossroads of healthcare access, patient advocacy, and consultative selling.

You will often be the first real person a prospective member speaks with. Your job is to guide individuals and families through uncertain moments, help them understand available care options, and confidently explain why Eleanor Health may be the right fit when appropriate.

This is not a standard call-center or passive support role. It calls for urgency, empathy, reliable follow-through, and comfort working toward goals, metrics, and outcomes. You will operate in a busy, tech-enabled environment where your work directly affects access to care, enrollment, and recovery results.

The expected start timing for this position is in August.

What You’ll Do

• Act as the first contact for prospective members through inbound calls, web forms, and online scheduling tools.
• Reach out proactively to people who begin but do not finish scheduling, submit information requests, or miss their first appointment and need re-engagement.
• Explain Eleanor Health’s whole-person care approach clearly, including what services are and are not offered, while presenting the organization as a strong option for people seeking substance use support.
• Use a consultative, sales-oriented style to understand needs, uncover motivations and barriers, handle concerns, and communicate the value of Eleanor Health’s care model.
• Keep ownership of leads by setting follow-up tasks, recording next steps, and making sure prospective members are not overlooked.
• Handle incoming referrals from providers and community partners by confirming receipt, sharing status updates when appropriate, and requesting updated contact details when needed to keep the care connection moving.
• Work toward individual and team targets such as response rate, speed to answer, quality score, and conversion to scheduled and completed first appointments.
• Record all interactions accurately in Salesforce and Athena.
• Partner with clinical and operations teams to create a smooth member journey.
• Keep improving through feedback, coaching, and performance insights.

Who You Are

• You have experience in healthcare, ideally in patient access, care coordination, community outreach, admissions, intake, or member engagement.
• You bring a strong sales mindset and are persuasive, confident, outcome-driven, and still highly empathetic and ethical.
• You are comfortable in a metrics-based environment and view data as a tool for growth rather than pressure.
• You feel strongly about expanding access to high-quality, stigma-free addiction and mental health care.
• You take real ownership and create follow-up plans instead of leaving items unresolved.
• You can move quickly, juggle several leads at once, and stay effective in a fast-moving setting.
• You are comfortable with technology and can work across CRM systems, scheduling platforms, and communication tools.
• You adapt well to change and enjoy helping shape new processes instead of relying on rigid scripts.
• You communicate clearly, warmly, and professionally, even in emotionally difficult or high-stakes conversations.

Compensation

The total target pay for this role is $22 to $23 per hour. Final compensation depends on factors such as the applicant’s qualifications, years of relevant experience, specialized skills, education level, certifications or licenses, other job-related business considerations, and the geography from which the candidate works or lives.

Benefits

Full-time employees are eligible for a broad benefits package that includes paid time off, medical and dental coverage, vision coverage, retirement support, disability coverage, life insurance, family and medical leave, and wellness support.

• Paid time off is offered and is prorated for new hires.
• 12 vacation days.
• 12 wellness/sick days.
• 3 floating holidays.
• 9 company-observed holidays.
• Additional paid leave may be available for jury duty, voting, and similar needs.
• Medical and dental insurance are paid by Eleanor Health, with affordable vision coverage.
• 401(k) plan with a 3% company match.
• Short-term disability coverage.
• Long-term disability coverage available at employee cost.
• Life insurance options paid by either the company or the employee.
• Paid family and medical leave for approved family and health-related situations, including birth, adoption, fostering, or serious health conditions affecting the employee or a family member/significant other.
• Wellness-focused support such as mindfulness and mental health resources, access to health advocates, reimbursement for a mindfulness app, an employee assistance program with eight face-to-face sessions, and virtual health and wellness visits covered through the medical plan.