Position: Care Coordinator
Working Hours: Monday - Friday - 9 AM - 5 PM EST or 11 am - 7 pm ET (If can do in later hours may be even better since a lot of our sessions are in the evening, though we do have sessions in the morning as well)
Holidays: PH/US Regular Holidays
Salary: 900 - 1,000 USD (may offer 1,500 for a really good candidate)
Company Overview
We are a venture-backed telehealth startup that provides online group therapy across a full range of mental health disorders. Our mission is to increase affordable access to specialized care.
Duties and Responsibilities:
- The Care Coordinator’s role is to handle all scheduling with therapists in terms of our core groups, series groups, support groups, & therapy workshops. This is to ensure that we have an adequate supply of groups to fit current capacity, and the rate at which we are adding members to our service, across all specific topics and geographies. So, the coordinator first balances supply to meet demand, and then schedules accordingly with the therapists. Second, in order to keep members consistently engaged, the coordinator ensures that we have weekly therapy workshops lined up, so that members are receiving benefits outside of their core weekly sessions.
- The Care coordinator is the appropriate contact therapists should contact in regards to canceling sessions, rescheduling sessions, clinical questions, or any therapist related matters.
- The Care Coordinator is responsible for responding to escalated group success issues that begin in Customer Support
- The Care coordinator understands the dynamics of each specific group, along with the therapist's clinical approach, and as such is the proper point of contact to be consulted when members would like to switch groups, so that we can find the patient the best fit.
- The Care Coordinator is responsible to proactively reach out to members to ensure member satisfaction, reach out to members who articulate they wish to cancel to try and retain them, and lastly to reach out to members who have canceled to try and keep them retained despite their cancellation.
- For our Series Offering, The Care Coordinator plays close attention to groups that are hitting their 12 week mark. Based on churn rates, and other groups that are also reaching that 12-week mark, the Care coordinator determines if it's best to continue to operate the group as is, or to consolidate it with another group. The decision around this should be driven by what will enable the best retention & patient satisfaction, along with what makes financial sense for the company (e.g. it doesn’t make sense to operate 5 groups each with only 2 members in them).
- After the 4 month mark if they need to be consolidated as well
- Minimum 5 years of experience in the role
- Must have good to excellent communication and written skills; minor accent is acceptable, but it is best if you have a neutral accent
- Tools to be proficient with:
- Zendesk
- Stripe
- Google Voice
- Google Sheets
- Gmail
- Slack
- Zoom
- Typeform
- Mass SMS or Mass Email platforms are a plus, though not needed
Holidays: PH/US Regular Holidays
