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AI Summary
About The Role
As a Rebound Intake Specialist, your relationship with Members is their first impression of our services and what they can expect when receiving treatment here. This role utilizes empathy-driven connection to set Members up for a successful therapeutic relationship alongside ongoing expert-level support skills to maintain a trustworthy experience.
You will introduce prospective Members to our services, guide them through enrollment, schedule their first therapy appointment, and set them up with accurate expectations of what will happen next. You will need to understand our services thoroughly enough to communicate their value compellingly — and care about our Members deeply enough to go to bat for them when complex issues arise.
This is a goal-oriented, team-first environment. Role responsibilities may flex based on daily volume and project needs — a collaborative, adaptable mindset is essential.
Key Responsibilities
Member Intake & Enrollment
- Handle inbound inquiries via phone, text, and email from prospective Members — no cold calling.
- Conduct empathy-led intake conversations to understand Member needs, articulate Rebound's value, and guide them confidently toward enrolling in teletherapy services.
- Accurately complete the intake process: register Members, verify insurance, document demographic and referral information, and schedule their first therapy appointment.
- Educate prospective members on trauma therapy and how Rebound's platform works to set realistic, hopeful expectations from the start.
Ongoing Member Support & Advocacy
- Serve as a knowledgeable and compassionate advocate for active Members navigating their care experience.
- Provide accurate information about services, pricing, and policies; ensure Members always feel informed and cared for.
- Maintain detailed, accurate records of all Member interactions in our internal systems per HIPAA guidelines.
Standards Upheld in Every Interaction
- Display genuine empathy, cultural sensitivity, and professionalism in every Member touchpoint.
- Uphold Rebound's reputation for a top-tier Member experience — whether speaking with someone for the first time or resolving a difficult situation months into their care.
- Maintain strict confidentiality and adhere to HIPAA security guidelines at all times.
- Follow company policies and compliance standards consistently.
Qualifications
Required
- High School Diploma or GED required.
- Strong empathy and genuine desire to help people in vulnerable moments.
- Proven experience with patient intake processes, inside sales, patient advocacy, or a closely related role.
- Exceptional verbal and written communication skills — warm, clear, and professional.
- Ability to handle high-pressure situations with patience, composure, and follow-through.
- Highly detail-oriented and comfortable managing multiple software systems simultaneously.
- Ability to adapt quickly in a fast-paced, startup environment with evolving processes.
- Reliability and consistent availability during scheduled work hours (remote environment).
Preferred
- Bachelor's degree is strongly preferred.
- 1–3 years of inside sales or healthcare customer service experience.
- Familiarity with EHR/CRM platforms and healthcare technology.
- Knowledge of mental health, trauma/PTSD, insurance, or telehealth services — a meaningful advantage.
- Experience working in a metrics-driven or goal-oriented team environment.
Current Shift:
Off Thurs/Fri
Monday-Wednesday :11:30am-8pm CT
Saturday/Sunday: 9am-5:30pm CT
Laptop and Equipment will be provided. Compensation for this role is $50,000.
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