Intake Coordinator

About Ember Health

Ember Health is rapidly expanding with the mission to increase accessibility to effective, scientifically backed, and compassionate treatment for individuals suffering from depression. We specialize in IV ketamine therapy administered in secure, medically supervised clinical environments, complemented by tailored therapeutic support led by top-tier professionals. As pioneers in this domain, we manage the largest data repository on IV ketamine use for depression nationally, achieving real symptom relief reported by 84% of our patients. Our approach centers on evidence-based practices, optimizing patient experiences and outcomes, and collaborating within a broad network of mental health providers. We commit to integrity, compassion, and excellence, growing carefully by assembling a skilled and dedicated workforce to innovate mental health treatment.

Role Overview

The Intake Coordinator will be the primary contact for prospective patients, managing the complete intake lifecycle from inquiry through admission. This role involves educating potential patients about Ember's services, managing the patient onboarding pipeline efficiently, coordinating with clinical teams to facilitate seamless care transitions, and continuously refining the intake process. The position is full-time, non-clinical, located in Brooklyn Heights, New York, with hybrid work flexibility.

Key Responsibilities

• Serve as the main liaison guiding prospective patients through the intake and admission process.
• Inform and educate prospective patients about Ember Health's treatments, responding to questions and conducting screening conversations to assess suitability for care.
• Oversee patient onboarding, ensuring timely completion of documentation, scheduling, referrals, and clinical data.
• Collaborate with clinical teams to facilitate patient integration into treatment pathways by sharing pertinent patient information.
• Maintain accurate intake records, monitor follow-up actions, and minimize delays to expedite patient access to care.
• Coordinate referrals to external clinicians when required to support comprehensive patient care.
• Track intake metrics and data integrity to identify and implement process improvements that enhance the patient onboarding experience.

Desired Attributes

• Customer service-oriented with an empathetic, calming communication style that instills trust and respect.
• Self-motivated achiever focused on meeting both individual and team targets, taking initiative to ensure timely patient care access.
• Excellent verbal and written communicator, skilled in active listening, storytelling, and handling confidential information sensitively.
• Highly organized and detail-conscious, committed to maintaining precise records and error-free communications.
• Aligned with the mission to transform mental health care, acting as a sensitive and respectful representative of the organization.

Experience and Qualifications

• Background in sales or customer service roles.
• Proficiency with CRM platforms and managing sales pipelines.
• Strong professional communication skills, both oral and written.
• Previous experience in mental health services is advantageous.

Compensation and Benefits

The anticipated annual base salary ranges from $55,000 to $60,000, supplemented by a performance bonus target of $10,000, with potential earnings exceeding the range based on exceptional performance. Employees benefit from guaranteed 401(k) contributions plus potential enterprise-based bonus contributions between $1,650 and $7,000. Comprehensive healthcare coverage including vision and dental is offered, alongside 25 paid vacation days, dedicated sick leave, and additional wellness benefits.

Work Location and Schedule

This full-time role is based in Brooklyn Heights, New York City, with a flexible hybrid schedule combining onsite and remote work.