Intake Coordinator (Bilingual)

Role: Intake Coordinator

We are hiring a Bilingual Intake Coordinator (Spanish/English) to guide families from first contact through the start of care.

You will be the front door to Alpaca, owning the intake experience end-to-end, navigating insurance complexity, and ensuring every family is set up for success. This role requires empathy, precision, and the ability to move families forward with clarity.

What You’ll Do

Own the intake journey

• Guide families from initial inquiry through confirmed start of care
• Proactively follow up via phone, text, and email to keep momentum
• Ensure all required information and documents are completed on time

Navigate insurance and access to care

• Help families work through insurance requirements (e.g., Tricare ECHO enrollment, referrals, prior steps)
• Coordinate benefit verification and communicate next steps clearly
• Partner with billing and insurance ops to resolve issues quickly

Be the trusted point of contact for families

• Explain patient responsibility, coverage, and expected costs in a clear, empathetic way
• Set expectations around timelines, requirements, and what “ready for care” looks like
• Build trust while maintaining urgency and accountability

Coordinate across internal teams

• Work closely with billing, operations, and partnerships to move cases forward
• Surface blockers early and drive resolution
• Ensure clean handoffs once families are ready to start care

Ensure quality and fit

• Assess whether families are a strong fit for Alpaca’s model and providers
• Flag concerns and ensure alignment before starting services
• Maintain a high bar for readiness and experience

Drive operational excellence

• Maintain accurate records and tracking across systems
• Identify patterns, bottlenecks, and opportunities to improve intake workflows
• Take on additional responsibilities as needed to improve speed and quality of care access

Who You Are

• You are deeply empathetic but know how to push when needed
• You communicate clearly and confidently, especially around complex or sensitive topics
• You are highly organized and follow through relentlessly
• You are comfortable navigating ambiguity and solving problems in real time
• You take ownership-you don’t wait for someone else to fix things
• You are fluent in both Spanish and English (required)