Digital Care Coordinator

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

📋 Description

• Spearhead real-time digital member assistance via Portal Chat, providing accurate and empathetic support while effectively addressing member needs.

• Handle multiple ongoing conversations, ensuring prompt responses and adherence to digital service level standards.

• Utilize internal tools, knowledge bases, and AI-assisted resources to investigate member inquiries and deliver dependable information.

• Recognize issues that necessitate escalation and create cases or facilitate handoffs to partner teams for prompt follow-up and resolution.

• Collaborate with colleagues, clinical partners, and cross-functional teams to comprehensively address member needs.

• Engage in quality reviews, coaching sessions, and continuous training.

• Contribute insights for enhancing workflows, guidance, and the overall digital member experience.

• Adjust to changing digital tools, workflows, and operational priorities as the Digital Guide program expands.

⛳️ Requirements

• Availability to work flexible shifts across various time zones, from 8am EST to 8pm PST, including weekends.

• Proven digital communication skills across chat and portal channels, ensuring empathy, clarity, and precision.

• Excellent time management skills with the ability to excel in a dynamic, multitasking environment.

• Resilient, positive, and solution-oriented when facing challenges.

• Demonstrated ability to independently navigate resources, make informed decisions, and manage multiple systems/screens.

• Comfortable dealing with ambiguity by asking insightful questions, researching across tools and resources, and determining the best next steps to assist members effectively.

• At least 3 years of experience in customer- or patient-facing roles; experience in healthcare or Medicare Advantage is a plus.

• Successful completion of a written communication assessment and a typing test (minimum of 55 WPM).

• Strong familiarity with Orinoco appointment workflows and outreach entities.

• High level of technological proficiency, capable of managing multiple systems, screens, and digital tools simultaneously.

• Demonstrated skills in de-escalation, judgment, and problem-solving.

• Call center performance metrics that meet the expectations associated with tenure and seniority.

🏝️ Benefits

• Employer-sponsored health, dental, and vision insurance plans with low or no premiums.

• Generous paid time off.

• Monthly stipend of $100 for mobile or internet expenses.

• Stock options available for all employees.

• Bonus eligibility for all positions, excluding Director and above.

• Commission eligibility for Sales roles.

• Comprehensive parental leave program.

• 401K program.