Customer Care Coordinator (Remote)

About the role

Wellspect Healthcare, a global medical device manufacturer of urinary catheters and bowel management products, is looking for a Care Coordinator to support patients and healthcare professionals throughout the care journey. Working as part of the intake team, the coordinator is the first point of contact for patients, gathers information, provides product education and guides patients through onboarding. The role also supports the field sales team and keeps daily contact with healthcare institutions and medical offices in the United States. The position is fully remote; candidates in the Eastern Time Zone are preferred.

Key responsibilities

• Explain the features, benefits and appropriate use of Wellspect's urology and bowel management products to new patients.
• Serve as first point of contact, taking intake calls and collecting demographic, clinical and insurance information, then follow up by inbound and outbound calls.
• Identify and resolve patient concerns early to avoid delays in care.
• Keep intake documentation complete, accurate and properly routed, and coordinate corrections with patients, field sales and medical offices.
• Record all patient and provider interactions in Brightree, Salesforce and other systems, update account statuses and log call notes.
• Meet call volume targets and quality standards, and achieve or exceed monthly performance goals set by Sales Operations.
• Follow phone activity and compliance standards, including Medicare, HIPAA and internal guidelines, and complete after-call work.
• Share best practices, support the onboarding of new team members and collaborate with Marketing, Field Sales, Call Center Operations and Customer Service.

Required profile

• High school diploma or equivalent; associate or bachelor's degree in a scientific, technical or healthcare-related field preferred.
• Medical billing education or experience is a plus.
• 3+ years in a customer-facing or highly regulated role preferred; call center, medical device or medical office experience strongly preferred.
• Previous hands-on experience using Brightree is required.
• Eligible to work in the country where the position is based.

Required skills

• Proficiency with Brightree (required).
• Proficiency in English; multilingual ability highly desirable.
• Microsoft Office Suite; Salesforce highly desirable.
• Familiarity with call center dialer software is an advantage.

Compensation is $23.00 to $28.00 per hour, depending on experience and location. Occasional travel of less than 5% per year may be required.