Care Coordinator

AI fluency is a core expectation at Sword Health. Every candidate is assessed against our three-level framework — be ready to share real examples of how AI is already part of how you work.

• Explorer (Level 1) — Uses AI daily to boost personal productivity

• Builder (Level 2) — Creates workflows and tools that elevate the whole team

• Integrator (Level 3) — Embeds AI into products and processes at scale

Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role.

• The successful candidate will possess excellent communication and customer service skills, be highly organized, and have the ability to multi-task. A background in healthcare or customer service is preferred.

• Provide exceptional member support across sms, email, and phone, delivering compassionate, solution-focused care that ensures every member feels heard and supported, contributing to our mission of delivering high- quality AI Care to our members.

• Work closely alongside our clinical teams to coordinate continuous care, ensuring member inquiries and progress are seamlessly managed between clinical guidance and operational support.

• Utilize internal dashboards, AI tools, and workflows to answer member questions accurately, troubleshoot technology/device issues, and resolve member challenges efficiently.

• Establish human connections with members, and provide personalized support across their participation in Sword's AI Care programs.

• Bachelor’s degree OR 2+ years of relevant experience in a customer service-based environment.

• 1+ years of experience in Customer Service, Technical Support, Call Center, or Health Tech Company.

• Basic proficiency with AI applications and tools.

• Familiarity with incorporating AI tools into daily workflows.

• Proficiency in Google Workspace (Docs, Sheets, Slides).

• Ability to multitask efficiently, including listening, talking, and typing simultaneously in a fast-paced setting.

• Exceptional written and verbal communication skills, with a proven ability to engage effectively with stakeholders at all organizational levels.

• Empathetic, critical thinker capable of thriving under pressure and navigating complex customer scenarios.

• High level of personal accountability, resourcefulness, and a strong commitment to delivering high-quality work.