Care Coordinator (Contract)

9am.ai Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Care Coordinator at 9amHealth, you will be instrumental in delivering a new standard of cardiometabolic care, focusing on preventing and treating conditions such as obesity, diabetes, high blood pressure, and high cholesterol. This 3-month contract role, with the potential for extension up to 9 months, is crucial for supporting our growing member base and ensuring seamless care delivery across all communication channels.
• You will serve as a primary point of contact for our members, offering comprehensive support through phone, text, email, and in-app messaging. Your role is vital in guiding members through their healthcare journey, from initial enrollment to ongoing care, ensuring they receive timely and empathetic assistance.
• A key responsibility is to collaborate closely with our clinical specialists, ensuring that accurate and up-to-date information is consistently communicated to members, fostering trust and confidence in their care plan.
• You will be expected to manage and prioritize inbound communications with a focus on delivering an enhanced, personalized member experience that exceeds typical healthcare interactions. The order of priority for communication channels is strictly defined: inbound phone calls (including those from partnership teams), followed by in-app messages and text messages, then inbound emails, and finally, other assigned duties.
• Your daily tasks will include providing prompt technical and product support, ensuring all member inquiries are addressed within established Service Level Agreements (SLAs). This requires a deep understanding of our services and the ability to troubleshoot effectively.
• Proactive follow-up on any unresolved inquiries or issues is paramount to guarantee complete member satisfaction and resolution. You will be empowered to take ownership of member concerns until they are fully addressed.
• Accurate and meticulous documentation of all member interactions within our systems is essential for maintaining continuity of care and ensuring seamless coordination between different care team members.
• You will be responsible for managing and updating member information, upholding the highest standards of confidentiality and data protection protocols, in strict compliance with HIPAA regulations.
• Becoming an expert on 9amHealth’s innovative products and services is a core expectation, enabling you to confidently guide members and answer their questions.
• A significant part of your role will involve assisting members in navigating the often complex processes of insurance approvals, including prior authorizations, to facilitate their access to necessary treatments and medications.
• You will play a critical role in identifying emerging trends and patterns in member inquiries and concerns, and effectively communicating these insights to the broader team to inform service improvements and strategic decisions.
• Maintaining a consistently positive, empathetic, and professional attitude is crucial in all member interactions. You will act as a champion for change, embracing new processes, clients, and responsibilities with enthusiasm and a proactive mindset.
• Consistently meeting and exceeding customer satisfaction metrics will be a key performance indicator, reflecting your commitment to delivering exceptional member experiences.
• This role requires a high degree of adaptability, as the healthcare landscape and business needs are constantly evolving. You will be expected to embrace new responsibilities and adjust to changing priorities as needed to support 9amHealth's mission.
• You will be part of an empathetic and motivated team that thrives on open communication, mutual support, and a shared dedication to improving cardiometabolic health outcomes for our members.
• The shifts available are Monday to Friday, with options for 6:00 am - 2:30 pm PST or 8:00 am - 4:30 pm PST, ensuring coverage across key operational hours.
• This position offers a unique opportunity to contribute to a cutting-edge health tech startup that is redefining chronic disease management and making healthcare more accessible and affordable.

🎯 Requirements

• Minimum of 2 years of customer service experience specifically within a healthcare setting.
• Strong written and verbal communication skills, with the ability to articulate complex healthcare information clearly and empathetically.
• Excellent problem-solving abilities, including proficiency in de-escalation techniques and rapid issue resolution.
• Proficiency in using customer service platforms (e.g., Zendesk) and healthcare platforms (e.g., EMRs) for communication, documentation, and data management.
• Ability to multitask effectively and prioritize tasks in a dynamic, fast-paced environment.
• A compassionate, patient-focused approach with a strong commitment to delivering excellent care and support.
• Willingness to work flexible hours, including early mornings, evenings, or weekends, as dictated by business needs.
• Reliable high-speed internet connection and a dedicated, quiet, distraction-free workspace to ensure patient privacy and data security.
• Familiarity with insurance processes such as prior authorizations and claims, and a solid understanding of managing confidential patient data in compliance with HIPAA.
• Preferred: Proven self-starter with a positive, motivational attitude, demonstrating initiative and the ability to work independently while inspiring team members.
• Preferred: Experience working in a health tech startup environment.
• Preferred: Proficiency in speaking Spanish.

🏖️ Benefits

• Hourly pay up to $23/hour.
• Comprehensive benefits package including health, dental, and vision insurance.
• Flexible Paid Time Off (PTO).
• Work-from-home options.
• Professional development budget to support continuous learning and growth.
• Opportunity to make a meaningful impact on chronic disease management and patient outcomes.
• Contribution to a collaborative, mission-driven culture focused on improving healthcare accessibility and affordability.

Skills & Technologies

Onsite

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

9am.ai Inc.

Visit Website

About 9am.ai Inc.

9am.ai provides AI-driven workforce analytics that help companies optimize hybrid work policies, desk availability, and team collaboration. Its platform integrates with calendars, sensors, and HR systems to deliver real-time occupancy data, predictive scheduling, and carbon-impact insights, enabling organizations to reduce real-estate costs, improve employee experience, and meet sustainability targets through smarter office utilization.

View Company Profile