Customer Support Coordinator

Summary

Join TimelyCare as a Customer Support Coordinator and be the first point of contact for college patients, providers, and partners needing assistance with virtual and in-person care services. You will provide outstanding service, connecting members to care within service level agreements. This remote position requires strong problem-solving skills, agility, and the ability to remain calm under pressure. Experience in customer support, tech support, case management, care coordination, or crisis work is essential. The role involves triaging members, supporting various teams, generating reports, and ensuring HIPAA compliance. You will utilize critical thinking and effective communication to provide customized solutions for patients and providers.

Requirements

• Ability to work various shifts from Monday through Sunday, including weekends and holidays
• Prior customer support, care coordination, and/or crisis service experience in a remote environment
• A servant leader attitude and passion for serving others
• Willing to listen and find creative solutions to address and resolve issues independently
• Reliable high-speed internet connection
• Ability to remain engaged throughout the entirety of your shift with minimal to no distractions
• Excellent customer service skills with strong verbal and written communication skills (bilingual a plus, but not required)
• Thrive in an environment that is high-pace, dynamic, and collaborative, utilizing good judgment with ambiguity
• Adaptability to quickly changing priorities and member needs
• Strong time management skills, with the ability to manage competing priorities
• A strong work ethic and a sense of responsibility to team members and business partners
• Adherence to HIPAA and governmental compliance are required in this role

Responsibilities

• Provide customers with courteous, friendly, and efficient service, leading to the resolution of any issues
• Triaging members and connecting them with the appropriate service and level of care and needed resources via phone, SMS, or email
• Supporting our care coordination, case management, basic needs, and crisis support teams with intakes, follow-ups, social network monitoring, and urgent matters
• Generating and maintaining reports and referral resources for all business lines
• Executing records requests and verification of services
• Support the TimelyCare virtual care operations, serving as the primary point of contact for all patient, business partners, and provider inquiries in a timely fashion
• Develop a strong understanding and knowledge of the organization’s product, services, and processes to support patients and providers
• Act as a resource for internal stakeholders
• Utilize critical thinking and effective communications to provide thoughtful, empathetic, customized solutions that help patients with their overall virtual care coordination as well providers with their technical and scheduling needs
• Follow a HIPAA-compliant procedure for all communications with internal and external sources
• Embrace the TimelyCare values with your engagement and performance
• Maintain awareness of patients who are waiting to be seen by our providers, ensuring they are seen in a timely manner. Manage provider alerts appropriately
• Provide feedback using appropriate channels to improve product, process, procedures, scheduling, and service levels
• Adhering to all operational, quality, security, risk and regulatory policies and procedures
• Use analytical skills to troubleshoot various systems and provide technical answers related to our TimelyCare platform
• Acknowledge that calls will be recorded and/or taped to be used for training, development, advertising and/or marketing purposes
• Other duties as assigned

Preferred Qualifications

• Bachelor's degree from an accredited college or university
• Experience with Zendesk and Dialpad
• Proficiency or rapid assimilation to operate productivity technologies; Microsoft Office, Google Suite, Zoom, Slack, and Electronic Health Record systems
• Understanding of virtual care best practices with considerable attention to detail including proficiency with TimelyCare or competitive virtual care mobile and web app and admin

Benefits

• 12 Paid Company Holidays + No work on your birthday!
• Unlimited PTO + Volunteer Time Off (VTO) as an organization to give back to the community
• Variable bonus eligibility on a quarterly basis
• Company-sponsored Health Insurance (Medical, Dental, Vision) + Pet Insurance
• Company-paid group Life Insurance + Company-paid Short Term Disability
• Concierge benefit support services
• 401(k) with employer match
• Free access to TimelyCare virtual medical and mental health support
• Mission-Driven Purpose with a Supportive Team Culture
• Remote work environment