Care Coordinator

Summary

Join TailorCare's inbound call center team as a Care Coordinator, serving as the first point of contact for patients. Answer and transfer calls, facilitate communication between care teams, and deliver a compassionate patient experience. This remote role requires excellent customer service, problem-solving skills, and the ability to connect patients with appropriate resources. You will also handle administrative tasks, documentation, and ensure timely follow-up. The position offers a competitive compensation package, including benefits and paid time off. TailorCare is a remote-first company committed to diversity and inclusion.

Requirements

• High School Diploma / GED (or higher)
• Experience with escalated customer service issue resolution
• Knowledge of Google Suite products - Google Docs (create and edit correspondence), Gmail and Google Calendar (email and calendar management), Google Slides (ability to create and edit slides) – and proficiency in Google Sheets (ability to create, edit, and sort spreadsheets, basic analytical formulas (VLOOKUP, if)
• Phone/Fax system experience
• EMR experience, Athena & Epic preferred

Responsibilities

• Answer patient calls and transfer escalated patient issues to the appropriate team member or resources
• Provide excellent customer service by actively listening, resolving questions, or escalating issues as needed
• Assist patients with scheduling provider visits
• Identify, request, and collect necessary documentation from patients and community providers
• Support care teams with operational and non-clinical tasks
• Capture patient referrals through inbound fax
• Accurately document patient interactions and relevant details
• Ensure timely follow-up and completion of assigned tasks to maintain smooth care coordination
• Other duties may be assigned

Preferred Qualifications

• Associate's Degree or higher
• Typing speed of 40+ WPM
• Experience as a Medical Assistant, Certified Nursing Assistant, Pharmacy Tech, or other clinical or administrative role in a health care setting
• Technical Skills – Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others
• Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments
• Interpersonal Skills – Focuses on solving conflict; maintains confidentiality; listens to others; keeps emotions under control and overcomes resistance when necessary; remains open to new ideas
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and seeks clarification; responds openly to questions. Must be able to deal with frequent change, delays, or unexpected events
• Attendance/Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time
• Dependability – Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan
• Initiative – Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed; generates suggestions for improving work and workflow

Benefits

• Our generous paid time off (PTO) and holiday plans ensure you have ample time to rest and recharge
• We offer paid parental leave and support a healthy work-life balance, encouraging flexibility and autonomy
• From Day 1, employees enjoy medical, dental, vision, life, and disability insurance, wellness resources and an employer HSA contribution
• We are committed to equitable pay for all team members and support your future goals with a 401k plan that includes employer matching