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.

• You are passionate about digital innovations in the medical field and want to be part of the movement making patient care more modern and accessible;

• You will directly contact new users suffering from back pain and empathetically guide them from the very first step of their digital therapy;

• You will securely guide users through the app's features and ensure they can use the digital therapy smoothly;

• With a strong service mindset, you will stand by patients day after day, explaining the next steps of their treatment and addressing their fears or concerns;

• Thanks to your tech-affinity, you can resolve technical issues directly yourself or forward them to our development team in a structured manner;

• You will communicate confidently with doctors and health insurance companies to independently clarify billing topics and organizational matters;

• You work in a highly structured manner and seamlessly and conscientiously document all user interactions;

• You will create regular reports and share key insights as well as updates with the rest of the team;

• You are eager to get involved in various projects and work closely with other teams;

• You keep a cool head and always maintain your professionalism, even in eventful or stressful situations;

• You are interested in new developments in the healthcare market and love to stay up-to-date.

• Apprenticeship or a degree in the healthcare sector (e.g., physiotherapy, healthcare management, medical assistants, etc.);

• At least 2 years of professional experience in customer service;

• Availability to work full-time;

• Excellent communication and interpersonal skills;

• Strong analytical and problem-solving skills;

• Ability to work both independently and as part of a team;

• Good understanding of technology and the ability to learn the benefits of a digital therapy;

• Experience with ticketing software for documenting and tracking user activity (e.g., Zammad or HubSpot);

• Excellent written and spoken German skills (C2 level);

• Advanced English skills (B2/C1 level).

The following qualifications are not required but will be considered an advantage:

• Experience in customer service for Digital Health Applications (DiGAs);

• Experience with Zammad, Atlassian (Jira, Confluence, etc.), Slack, and Google Workspace;

• Further training/certification in medical product consulting (medizinische Produktberatung).