[Hiring] Intake Coordinator @Alpaca Health

Role Description

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

Qualifications

• Fluent in both Spanish and English (required)
• Deeply empathetic but know how to push when needed
• Clear and confident communication, especially around complex or sensitive topics
• Highly organized and follow through relentlessly
• Comfortable navigating ambiguity and solving problems in real time
• Ownership mentality—don’t wait for someone else to fix things

Benefits

• Direct exposure to company-building at an early stage
• Real ownership of critical initiatives from day one
• The opportunity to materially impact families and clinicians
• A fast learning curve that few roles can match