Customer Support Coordinator

The Role

TimelyCare is seeking a Customer Support Coordinator to join our interdisciplinary team. This position involves working with customer and provider support, as well as Care Coordination, Case Management, Basic Needs, and Crisis Support teams. The primary responsibility is to provide excellent service to college patients, providers, school counseling and health centers, and business partners needing assistance with our virtual and in-person care services.

• First point of contact for college patients, providers, school counseling and health centers, and business partners.
• Connect members to the appropriate service and level of care and needed resources via phone, SMS, or email.
• Support the TimelyCare virtual care operations by handling intakes, follow-ups, social network monitoring, and urgent matters.
• Generate and maintain reports and referral resources for all business lines.
• Execute records requests and verify services.
• Manage provider alerts appropriately.
• Provide feedback to improve product, process, procedures, scheduling, and service levels.
• Adhere to HIPAA and governmental compliance.

What You’ll Do

• Provide courteous, friendly, and efficient service to resolve any issues.
• Support the TimelyCare virtual care operations by serving as the primary point of contact for all patient, business partner, and provider inquiries.
• Develop a strong understanding of the organization’s product, services, and processes to support patients and providers.
• Utilize critical thinking and effective communications to provide thoughtful, empathetic, customized solutions that help patients with their overall virtual care coordination and providers with their technical and scheduling needs.
• Follow a HIPAA-compliant procedure for all communications with internal and external sources.
• Maintain awareness of patients waiting to be seen by our providers and ensure they are seen in a timely manner.
• Manage provider alerts appropriately.
• Provide feedback using appropriate channels to improve product, process, procedures, scheduling, and service levels.
• Use analytical skills to troubleshoot various systems and provide technical answers related to our TimelyCare platform.
• Adhere to all operational, quality, security, risk and regulatory policies and procedures.
• Perform additional tasks and projects as needed to support the evolving needs of team objectives and company goals.

What You Bring

• Ability to work various shifts from Monday through Sunday, including weekends and holidays.
• Prior customer support, care coordination, and/or crisis service experience in a remote environment.
• A servant leader attitude and passion for serving others.
• Willingness to listen and find creative solutions to address and resolve issues independently.
• Reliable high-speed internet connection.
• Experience with Zendesk and Dialpad, preferred.
• Proficiency or rapid assimilation to operate productivity technologies; Microsoft Office, Google Suite, Zoom, Slack, and Electronic Health Record systems.
• Understanding of virtual care best practices with considerable attention to detail including proficiency with TimelyCare or competitive virtual care mobile and web app and admin.
• Excellent customer service skills with strong verbal and written communication skills (bilingual a plus, but not required).
• Ability to thrive in a high-pace, dynamic, and collaborative environment with good judgment in ambiguous situations.
• Strong time management skills, with the ability to manage competing priorities.
• A strong work ethic and a sense of responsibility to team members and business partners.

Benefits + Perks

• Paid Company Holidays + No work on your birthday!
• Flexible PTO + Volunteer Time Off (VTO) as an organization to give back to the community.
• Variable bonus eligibility on a quarterly basis.
• Company-sponsored Health Insurance (Medical, Dental, Vision) + Pet Insurance.
• Company-paid group Life Insurance + Company-paid Short Term Disability.
• Concierge benefit support services.
• 401(k) with employer match.
• Free access to TimelyCare virtual medical and mental health support.

Mission-Driven Purpose with a Supportive Team Culture

The hourly rate for this opportunity is $19.25. This is the base pay. You will be eligible for a discretionary bonus in addition to the base pay, to be discussed during the interview process.

TimelyCare provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.