Customer Care Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Introduce and clarify Wellspect’s urology and bowel management products during initial patient engagements.

• Guide patients on the usage, care, and maintenance of products.

• Act as the primary point of contact for patients and carry out intake calls.

• Gather demographic, clinical, and insurance information.

• Conduct follow-up calls both inbound and outbound.

• Address patient concerns and avert delays in care.

• Complete, route, track, and rectify intake documentation.

• Coordinate efforts with patients, field sales representatives, medical offices, and internal support teams.

• Record patient and provider interactions in Brightree, Salesforce, and other systems.

• Update account statuses, log call notes, and outline next steps for downstream teams.

• Maintain comprehensive and accurate patient records.

• Meet both inbound and outbound call volume and quality expectations.

• Achieve monthly performance targets set by Sales Operations.

• Comply with phone activity, Medicare, HIPAA, regulatory, and quality standards.

• Provide guidance and best practices to internal teams.

• Assist in the onboarding and training of new team members.

• Collaborate with Marketing, Field Sales, Call Center Operations, and Customer Service.

• Perform additional responsibilities as assigned.

⛳️ Requirements

• High school diploma or equivalent is required.

• Prior hands-on experience using Brightree in a professional environment is mandatory.

• Proficiency in Brightree is essential.

• Fluent in English with strong written and verbal communication skills.

• A minimum of 3 years of experience in a customer-facing or highly regulated position is preferred.

• Experience in a call center, medical device company, medical office, or other healthcare settings is strongly preferred.

• Background in supporting patients, healthcare professionals, insurance processes, or medical documentation is a plus.

• Proficient in Microsoft Office Suite.

• Experience with Salesforce is highly desirable.

• Familiarity with call center telecommunications software, including dialer systems.

• Ability to work independently and effectively collaborate in a fast-paced, team-oriented environment.

• Adherence to Medicare, HIPAA, and internal guidelines is required.

• Must be eligible to work in the United States.

• Multilingual abilities are highly desirable.

🏝️ Benefits

• Fully remote work arrangement.

• Occasional travel, less than 5% annually.