Customer Care Coordinator
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Job Description
Remote Care Coordinator supporting Wellspect’s urology and bowel-management patients. Managing intake, documentation, product education, and healthcare-provider coordination across the United States.
Responsibilities:
- Introduce and explain Wellspect’s urology and bowel management products during initial patient interactions
- Guide patients on product usage, care, and maintenance
- Serve as the first point of contact for patients and complete intake calls
- Collect demographic, clinical, and insurance information
- Conduct inbound and outbound follow-up calls
- Resolve patient concerns and prevent delays in care
- Complete, route, track, and correct intake documentation
- Coordinate with patients, field sales representatives, medical offices, and internal support teams
- Document patient and provider interactions in Brightree, Salesforce, and other systems
- Update account statuses, log call notes, and provide next steps for downstream teams
- Maintain complete and accurate patient records
- Meet inbound and outbound call volume and quality targets
- Achieve monthly performance goals established by Sales Operations
- Adhere to phone activity, Medicare, HIPAA, regulatory, and quality standards
- Provide guidance and best practices to internal teams
- Support onboarding and training of new team members
- Collaborate with Marketing, Field Sales, Call Center Operations, and Customer Service
- Perform other responsibilities as assigned
Requirements:
- High school diploma or equivalent required
- Previous hands-on experience using Brightree in a professional setting is required
- Proficiency with Brightree is required
- Proficient in English with strong written and verbal communication skills
- 3+ years of experience in a customer-facing or highly regulated role preferred
- Experience working in a call center, medical device company, medical office, or other healthcare environment strongly preferred
- Experience supporting patients, healthcare professionals, insurance processes, or medical documentation is a plus
- Proficiency in Microsoft Office Suite
- Experience with Salesforce highly desirable
- Familiarity with call center telecommunications software, including dialer systems
- Ability to work independently and collaborate effectively in a fast-paced, team-oriented environment
- Compliance with Medicare, HIPAA, and internal guidelines
- Eligibility to work in the United States
- Multilingual abilities highly desirable
Benefits:
- Fully remote work arrangement
- Occasional travel, less than 5% annually
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