Intake Coordinator

About Ember Health

Ember Health is a rapidly expanding organization dedicated to making effective, evidence-based, and compassionate care for depression more accessible. We provide IV ketamine treatments through safe, medically supervised clinics, paired with a tailored therapeutic approach led by expert teams. We boast the largest national dataset on IV ketamine for depression, with 84% of our patients reporting significant symptom relief. Our commitment is to build a leading care model focused on evidence, patient experience, and partnerships with mental health providers, all while adhering to core values of integrity, compassion, and excellence. Each team member contributes significantly to revolutionizing mental health solutions.

Position Overview

The Intake Coordinator will be a service-focused professional, responsible for managing the patient intake workflow at Ember Health. Key duties include handling inbound patient inquiries, educating potential patients about our care services, efficiently managing the intake pipeline, and collaborating with various internal teams to enhance the intake experience continuously. This role is non-clinical, full-time, based in Brooklyn Heights, NY, with a hybrid work setup.

Primary Responsibilities

• Guide prospective patients through the intake journey, acting as their main contact from initial inquiry to care admission.
• Inform potential patients about Ember Health’s offerings, respond to inquiries, conduct screenings to assess fit for treatment.
• Oversee patient onboarding by ensuring accurate completion of all necessary documentation, appointments, referrals, and clinical data.
• Collaborate with clinical teams to ensure smooth patient transitions by sharing pertinent patient details and facilitating decisions.
• Manage the intake pipeline by maintaining precise records, conducting timely follow-ups, and minimizing delays to expedite access to care.
• Coordinate referrals to external clinicians when necessary to ensure patients meet care prerequisites.
• Track intake process metrics, uphold data integrity, and identify improvement opportunities in patient onboarding.

Key Attributes

• A service-oriented mindset with a warm, empathetic communication style that makes patients feel valued and respected.
• Self-driven and goal-oriented with a sense of urgency to help individuals promptly begin their treatment.
• Excellent verbal and written communication skills, with a talent for active listening and thoughtful messaging, while respecting patient confidentiality.
• Highly organized and detail-focused, with a commitment to maintaining accurate systems and error-free communication.
• Alignment with Ember Health’s mission to redefine mental health care, demonstrating sound judgment and sensitivity in patient and partner interactions.

Experience and Qualifications

• Background in sales or customer service roles.
• Familiarity with CRM platforms and managing sales pipelines.
• Proven professional communication skills, both oral and written.
• Previous experience in mental health services is desirable but not mandatory.

Why Join Ember Health?

As an Intake Coordinator, you will play an essential role in facilitating patient access to transformative mental health treatments. You will be the first welcoming contact for individuals seeking help, supported by a close-knit, growing team pioneering groundbreaking care across multiple clinics.

Compensation and Benefits

The anticipated total yearly cash salary ranges between $65,000 and $70,000, including a base salary of $55,000 to $60,000 plus a performance-driven bonus target of $10,000. Bonuses and total compensation may exceed this range with exceptional performance. Additionally, the role includes guaranteed 401(k) contributions alongside potential enterprise performance bonuses from $1,650 to $7,000. Full-time employees are eligible for health coverage (dental and vision included), 25 days paid vacation, dedicated sick leave, and various other wellness benefits. This position is located in Brooklyn Heights with a flexible hybrid work arrangement.