Care Coordinator – Customer Service Representative

Title: Care Coordinator – Customer Service Representative

Location: Remote

Type: Full-Time

Workplace: remote

Category: Operations

Job Description:

What is Trusted Health?

Trusted, Inc. is the leading digital labor marketplace and workforce management solution for the healthcare industry. We are headquartered in San Francisco but we’ve taken a digital-first approach to building our workforce and the majority of our team resides across the US and abroad.

Trusted was founded in 2017 with a focus on the largest profession in healthcare: nursing. Since then, we’ve taken a process dominated by recruiters and phone calls and converted it to a fully digital experience, connecting nurses directly to job opportunities and handling benefits, payroll, onboarding, and compliance. Our platform provides full employer of record services for employers in all 50 states and the District of Columbia.

In 2020, we launched our proprietary staffing platform, Works. Works helps hospitals solve one of their biggest challenges: filling every shift in an environment where demand for healthcare services and labor costs are increasing exponentially. With Works, facilities can create their own on-demand nursing workforce and manage all the details from a single system. Using predictive insights and recommendations, Works helps hospitals react to fluctuations in demand, while its staffing marketplace creates competition to fill open job requisitions with high-quality, active talent.

Trusted has support from top institutional investors such as Craft Ventures, Felicis Ventures, StepStone Group, and Founder Collective, as well as healthcare innovators like Texas Medical Center, Mercy Health, Intermountain Ventures, Town Hall Ventures, and Healthbox. Most recently we closed a $149 million Series C round to fund our next stage of growth.

What we’re looking for:

We are looking for someone passionate about customer support and experience to join our Care Coordinator team. The Care Coordinator team is responsible for triaging, supporting, and resolving issues our clinicians may face. This role is on a team that is highly cross functional and leverages knowledge of the entire Trusted experience. At Trusted, we are not in the business of ‘checking boxes’ or quickly finishing tickets, so we need someone passionate about engaging in conversation with and providing memorable experiences for our nurses.

Your responsibilities:

• Triage, route and answer inbound questions received from working clinicians across SMS, in-app chat, email and telephone.
• Provide prompt, quality responses while meeting or exceed our SLAs.
• Maintain the Trusted tone & voice including demonstrating a positive, empathetic attitude towards our working clinicians during all interactions.
• Be an expert in Trusted communication, workflows, and internal teams to provide a consistent and personalized experience for working clinicians.
• Work cross functionally to maintain a NPS of 95 or above.
• Regularly and proactively identify areas for process and product improvements based on feedback from working clinicians.

Who you are:

• Customer focused: You put customers at the center of everything you do, even when thinking at scale. You think of customers as people rather than ticket numbers.
• A strong communicator: You instill confidence and trust with how you speak and write; you know how to tailor your communication based on the situation and audience.
• A great team player: People love working with you, and you enjoy working within a team that is working towards a common goal
• Not afraid of change: You enjoy the fast pace and constant change of operating in a startup environment. You take initiative and are adaptable and flexible when faced with challenges
• A problem solver: You are able to bring order to complex problems and make decisions with ambiguous information

You have:

• A High School Diploma or equivalent
• 2 – 4 years in customer service role providing both written and verbal support
• An appreciation and appetite to deliver incredible customer experience
• Tech-savvy and ability to quickly learn multiple tools (e.g. Slack, CRM (SFDC), workflow (Asana), and customer support (Front))
• Effective time management and demonstrated self-drive.
• The ability to work quickly and independently, adapting to change and thriving in a fast paced environment
• Ability to work a regularly assigned schedule including evenings and weekends as scheduled
• The ability to work remotely including having a consistent minimum internet speed of 25 mbps, 50 mbps and above preferred
• Experience with high-performing teams, ideally in a high-growth startup environment is a plus!

We offer:

• Stock options and competitive compensation package
• Paid vacation & sick time, and paid family leave
• Employer paid health insurance, vision, and dental
• Mindfulness and fitness reimbursement
• Monthly cellular phone reimbursement
• Employer-sponsored 401k

This role is non-exempt and eligible for overtime. Trusted reasonably anticipates the hourly rate range for this role to be $21 to $28 per hour, plus equity. The final compensation for this position will vary based on geographic location and candidate experience relative to what Trusted reasonably anticipates for this position. We are committed to transparency, and any compensation questions will be addressed early in our recruitment process.

Trusted Health provides equal employment opportunity for all applicants and employees. All qualified applicants will be considered regardless of an individual’s race, color, sex, gender identity or expression, religion, age, national origin, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, military or veteran status, or any other basis protected by federal, state or local laws.