[Remote] Customer Support Coordinator

Note: The job is a remote job and is open to candidates in USA. TimelyCare is a clinically accountable virtual care provider built specifically for education, trusted by nearly 500 campuses across the U.S. The Customer Support Coordinator will serve as the first point of contact for college patients and providers, delivering excellent service and connecting members to care.ResponsibilitiesProvides customers with courteous, friendly, and efficient service, leading to the resolution of any issuesTriaging members and connecting them with the appropriate service and level of care and needed resources via phone, SMS, or emailSupporting our care coordination, case management, basic needs, and crisis support teams with intakes, follow-ups, social network monitoring, and urgent mattersGenerating and maintaining reports and referral resources for all business linesExecuting 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 fashionDevelop a strong understanding and knowledge of the organization’s product, services, and processes to support patients and providersAct as a resource for internal stakeholdersUtilize 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 needsFollow a HIPAA-compliant procedure for all communications with internal and external sourcesEmbrace the TimelyCare values with your engagement and performanceMaintain awareness of patients who are waiting to be seen by our providers, ensuring they are seen in a timely manner. Manage provider alerts appropriatelyProvide feedback using appropriate channels to improve product, process, procedures, scheduling, and service levelsAdhering to all operational, quality, security, risk and regulatory policies and proceduresUse analytical skills to troubleshoot various systems and provide technical answers related to our TimelyCare platformAcknowledge that calls will be recorded and/or taped to be used for training, development, advertising and/or marketing purposesOther duties as assignedPerforms additional tasks and projects as needed to support the evolving needs of team objectives and company goalsSkillsAbility to work various shifts from Monday through Sunday, including weekends and holidaysPrior customer support, care coordination, and/or crisis service experience in a remote environmentA servant leader attitude and passion for serving othersWilling to listen and find creative solutions to address and resolve issues independentlyReliable high-speed internet connectionAbility to remain engaged throughout the entirety of your shift with minimal to no distractionsProficiency or rapid assimilation to operate productivity technologies; Microsoft Office, Google Suite, Zoom, Slack, and Electronic Health Record systemsUnderstanding of virtual care best practices with considerable attention to detail including proficiency with TimelyCare or competitive virtual care mobile and web app and adminExcellent 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 ambiguityAdaptability to quickly changing priorities and member needsStrong time management skills, with the ability to manage competing prioritiesA strong work ethic and a sense of responsibility to team members and business partnersBachelor's degree from an accredited college or university preferredExperience with Zendesk and Dialpad, preferredBenefitsPaid Company Holidays + No work on your birthday!Flexible PTO + Volunteer Time Off (VTO) as an organization to give back to the communityVariable bonus eligibility on a quarterly basisCompany-sponsored Health Insurance (Medical, Dental, Vision) + Pet InsuranceCompany-paid group Life Insurance + Company-paid Short Term DisabilityConcierge benefit support services401(k) with employer matchFree access to TimelyCare virtual medical and mental health supportMission-Driven Purpose with a Supportive Team CultureCompany OverviewTimelyCare is higher education's most trusted virtual health and well-being provider. It was founded in 2017, and is headquartered in Fort Worth, Texas, USA, with a workforce of 201-500 employees. Its website is https://timelycare.com.