Care Support Coordinator (Medtech)

TL;DR

Care Support Coordinator (Medtech): Managing inbound and outbound communication for members and providers to ensure seamless care delivery with an accent on care coordination and technical troubleshooting. Focus on resolving member concerns, maintaining patient charts, and ensuring strict adherence to HIPAA compliance.

Location: Remote (USA). Must be available to work shifts in EST, including one weekend per month and at least four holidays per year.

Salary: $20.51 - $25.64 per hour

Company

hirify.global is a mental healthcare company utilizing clinically validated technology to provide precision mental health services to over 10 million people.

What you will do

• Provide telephonic, email, and chat support to members and providers, averaging 7 hours of phone support daily.
• Manage care coordination tasks including patient charts, rescheduling appointments, and executing prescription authorization forms.
• De-escalate sensitive situations by adopting a solution-focused approach and maintaining high client satisfaction.
• Analyze and troubleshoot technical issues submitted by users of the platform.
• Collaborate cross-functionally to streamline service processes and improve the overall member experience.

Requirements

• Must be able to work any of the specified EST shifts (ranging from 8:00 AM to 11:00 PM EST).
• At least one year of customer service experience.
• Proven experience handling sensitive information or supporting individuals in distress.
• A designated private work environment to ensure data privacy and integrity.
• Understanding of confidentiality and privacy regulations, specifically HIPAA.
• Technical proficiency to effectively troubleshoot and guide users.

Nice to have

• Experience working with Jira, Zendesk, or other ticketing systems.
• Background in phone support roles dealing with sensitive health information.
• Prior experience within the healthcare or health tech industry.

Culture & Benefits

• Opportunity to transition from a temporary contract to a permanent full-time role based on performance.
• Mission-driven culture focused on eliminating barriers to mental healthcare.
• Inclusive work environment committed to diversity and empowering underrepresented communities.
• Fast-paced and dynamic professional setting.