Customer Care Coordinator

This position will be fully remote; however, candidates located in the Eastern Time Zone are preferred to support collaboration and alignment with the team’s core business hours.

Job Summary

We are seeking a detail-oriented and highly motivated Wellspect Care Coordinator to support patients and healthcare professionals throughout the care journey. As part of the intake team, this role serves as the first point of contact for patients, setting the tone for a positive experience by gathering essential information, providing product education, and guiding patients through the onboarding process. This position plays an important role in delivering a seamless patient experience by coordinating documentation, facilitating communication across teams, and ensuring patients receive timely and accurate support.

Additionally, this role supports our field sales team and maintains daily contact with healthcare institutions and medical offices throughout the United States. The ideal candidate brings a strong sense of accountability, excellent communication skills, attention to detail, and a desire to grow within the medical device industry.

Previous hands-on experience using Brightree is required for this position.

This is an exciting opportunity for a professional who is passionate about patient care, medical device sales and operations, and customer-centric problem solving within a global organization and highly regulated environment.

Responsibilities

Product Education & Support

• Introduce and explain the features, benefits, and appropriate use of Wellspect’s urology and bowel management product lines during initial patient interactions.
• Maintain strong knowledge of product usage, care, and maintenance to confidently guide new patients.

Patient Intake & Communication

• Serve as the first point of contact for patients, completing intake calls and collecting accurate demographic, clinical, and insurance information.
• Conduct follow-up interactions via inbound and outbound calls to address questions and ensure a smooth onboarding experience.
• Identify and resolve patient concerns early in the process to prevent delays in care.

Documentation & Care Coordination

• Ensure all intake documentation is complete, accurate, and properly routed for processing.
• Partner with internal support teams to track and resolve pending documentation.
• Coordinate document corrections and follow-up with patients, field sales representatives, and medical offices.

Systems & Record Management

• Accurately document all patient and provider interactions in Brightree, Salesforce, and other applicable systems.
• Update account statuses, log detailed call notes, and provide clear next steps for downstream teams.
• Maintain accurate and complete patient records in accordance with internal procedures and applicable requirements.

Performance & Service Standards

• Meet required call volume targets for both inbound and outbound activity while maintaining established quality standards.
• Create a positive first impression by delivering professional, empathetic, and patient-focused service.
• Achieve or exceed monthly performance goals established by Sales Operations.

Compliance & Quality Assurance

• Adhere to all phone activity and compliance standards, including Medicare, HIPAA, and internal guidelines.
• Follow after-call work (ACW) expectations and ensure all intake activities meet regulatory and quality requirements.

Training & Knowledge Sharing

• Provide guidance and share best practices with internal teams.
• Support the onboarding and training of new team members as needed.

Cross-Functional Collaboration

• Partner with teams such as Marketing, Field Sales, Call Center Operations, and Customer Service to best serve patients, resolve problems effectively, and drive continuous improvement.

Additional Duties

• Perform other responsibilities as assigned in support of team and departmental goals.

Education

• High school diploma or equivalent required.
• Associate or bachelor’s degree in a scientific, technical, healthcare-related, or related discipline preferred.
• Medical billing education or experience is a plus.

Experience

• Previous hands-on experience using Brightree in a professional setting is required.
• 3+ years of experience in a customer-facing or highly regulated role preferred.
• Experience working in a call center, medical device company, medical office, or other healthcare environment is strongly preferred.
• Experience supporting patients, healthcare professionals, insurance processes, or medical documentation is a plus.

Key Skills, Knowledge, and Capabilities

• Proficiency with Brightree is required.
• Proficient in English with strong written and verbal communication skills.
• Multilingual abilities are highly desirable.
• Excellent organizational skills and a high degree of attention to detail.
• Strong comfort level with computer-based tasks, including working across multiple systems and screens simultaneously.
• Proficiency in Microsoft Office Suite.
• Experience with Salesforce is highly desirable.
• Ability to work independently while also collaborating effectively in a fast-paced, team-oriented environment.
• Ability to utilize or familiarity with call center telecommunications software, including dialer systems.
• Occasional travel may be required, less than 5% annually.

Compensation

The hourly rate for this role is $23.00 to $28.00 per hour. Actual compensation is influenced by a variety of factors, including but not limited to skill set, level of experience, and specific office location.

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