Care Coordinator I

About the role

As Care Coordinator I, you will act as a dedicated contact for inbound calls from patients and caregivers. Your role involves supporting their treatment journey by explaining device logistics, providing travel and technical support, and placing supply and equipment orders. You will ensure patients feel valued, secure, and confident with starting and staying on treatment. This is a full-time, non-exempt position, reporting to the Manager, Care Center, based in our Portsmouth, NH office location.

Responsibilities

• Complete inbound and outbound phone calls
• Interface directly with patients and caregivers to support their treatment journey
• Provide travel and technical support, and place supply and equipment orders
• Comfortably offer and attend video calls with patients and caregivers
• Data entry and documentation management via company specific CRM and ERP platforms according to SOPs
• Operate under close direction of Care Center leadership
• Occasional on-call coverage, on a rotating schedule, as needed outside of normal business hours (including weekends and holidays), and for scheduled team/company meetings or events

Requirements

• 2-year college degree preferred
• Patient-facing health care experience preferred
• Basic knowledge of Medicare, managed care, third party payers and Medicaid is a plus
• Knowledge of Protected Health Information and The Health Insurance Portability and Accountability Act of 1996 (HIPAA) Privacy and Security guidelines
• Solid working knowledge in the use of Excel, Word, and Outlook
• Ability to speak and understand Spanish is preferred

Qualifications

• Working knowledge of legal and regulatory environment, with corresponding Guidelines (ACHC, ACCME, AdvaMED, FDA)
• Ability to move equipment weighing up to 50 pounds
• Access to a quiet and private workspace with reliable internet and telecommunications infrastructure to support work

Skills

• Strong understanding of the patient forward mission
• Collaborative with strong communication skills

Benefits

This role may be fully remote if not local to NH, or hybrid if close in proximity to our Portsmouth, NH office location. If remote – must be able to travel to Portsmouth, NH or other company locations for initial onboarding and training, and 1-2 times a year for additional training and/or team events.

Pay

The pay range for this role at the time of this posting is $44,000 - $52,000/yr. This position may also be eligible for an annual bonus and restricted stock unit grant in addition to a full range of benefits.

Schedule

This is a full-time, non-exempt position, reporting to the Manager, Care Center, based in our Portsmouth, NH office location. The typical work schedule includes M-F 9:30am-6pm and one shorter day 9:30am-2pm EST, with occasional on-call coverage.