Intake Coordinator

About the Company
Ember Health is a fast growing organization on a mission to expand access to effective, evidence-based, and compassionate care for people living with depression.

We deliver IV ketamine treatment in safe, medically supervised clinics accompanied by a carefully curated therapeutic experience and led by a team of the highest caliber. We are proud to be the leaders in the space, as the holders of the largest data set on IV ketamine for depression in the country and setting a new goal for what’s possible, with 84% of our patients reporting real symptom relief. 

We’re building a best-in-class model by leading with evidence, designing for optimal patient experience and outcomes, and partnering with a large ecosystem of mental health providers. We live our values by operating with the highest degree of integrity, compassion, and excellence. We’re growing intentionally, carefully building a team of talented, professional and dedicated individuals who are excited to shape the future of mental health. Each member plays an integral part of creating and leading a truly transformative solution in the field of mental health.

To learn more about ketamine for depression, you may visit our frequently asked questions and reference external resources we’ve organized on the topic.

About the Position
We are looking for an Intake Coordinator, distinguished by their service-orientation, written and verbal communications, attention to detail, and professional integrity. This role will manage the patient intake process for Ember Health, including fielding inbound inquiries, educating prospective patients about Ember's care, managing a pipeline efficiently and systematically, and coordinating with various team members to continuously improve the intake process. We are seeking a results-oriented, highly motivated, self-starter who is driven to make a meaningful impact by helping patients begin their care journey with Ember. This is a non-clinical, full time role in Brooklyn Heights, New York, with a hybrid work arrangement. 

Responsibilities

• Guide prospective patients through the intake process, serving as their primary point of contact from first inquiry through admission to care.
• Educate prospective patients about Ember Health's services, field all inquiries, answer questions, and conduct screening conversations to determine whether our care is an appropriate fit.
• Coordinate patient onboarding, ensuring all required documentation, appointments, referrals, and clinical information are completed accurately and efficiently.
• Partner with clinical teams to facilitate smooth transitions into care by communicating relevant patient information and supporting clinical decision-making.
• Manage the patient intake pipeline, maintaining accurate records, conducting timely follow-up, and reducing delays so patients can access care as quickly as possible.
• Support integrated care by coordinating referrals to outside clinicians when needed to ensure patients meet care requirements.
• Monitor intake performance, maintaining data integrity, tracking key metrics, and identifying opportunities to improve the patient onboarding experience.
• Attributes
• You are service-oriented. You can anticipate the needs of prospective clients, and have a warm and calming demeanor that makes people feel heard, cared for, and respected. 
• You are a results-driven self-starter. You are motivated to achieve individual and team based goals, and take ownership over your work. You enjoy working toward concrete targets and bring a sense of urgency to ensuring people get the care they need. 
• You are an excellent communicator. You’re both a great listener and an effective speaker and writer. You appreciate the art of thoughtful storytelling. You treat sensitive information with respect and discretion.
• You are systematic and detail-oriented.  You are exceptionally organized and attentive to detail. You take pride in well-maintained systems, and typos in your emails or missing fields in databases make you cringe.
• You are mission-aligned. You are motivated to help change mental health paradigms and to serve as a thoughtful ambassador for a cause you believe in. You display excellent judgement in how to engage patients and partners with sensitivity and respect.

Experience

• Prior sales and/or customer service professional experience.
• Experience in CRM systems and sales pipeline management.
• Professional verbal and written communications experience. 
• Prior professional experience in mental health services desired.

Why the Role is Compelling
As the Intake Coordinator for Ember Health, you would play an integral role in managing the organization’s intake pipeline. You would serve as the first point of contact for people who might benefit from our services, which have a profound impact on people’s mental health and wellness. You would feel the support of a tight-knit team, and the excitement of being part of a growing, multi-clinic operation realizing breakthrough results in mental health. 

Compensation Package and Benefits
The expected total annual cash compensation for this role is $65,000 to $70,000. Base salary will be $55,000 - $60,000, with a targeted performance based bonus of $10,000. The bonus and total compensation can exceed this range if performance exceeds targets. Additionally, the  compensation package also includes guaranteed 401K contributions and potential bonus 401K contributions based on enterprise performance ranging from $1,650 - $7,000. All full time employees with Ember Health receive the opportunity for healthcare coverage (including vision and dental), 25 days of paid vacation, dedicated sick time, and a host of other benefits to ensure personal wellbeing.

This is a full-time opportunity based in Brooklyn Heights, NYC, with the opportunity for a flexible hybrid workplace model.