Care Coordinator (Contract)

9am.ai Inc.

Job Overview

Location

West Coast (PST based)

Job Type

Full-time

Full Job Description

📋 Description

• As a Care Coordinator at 9amHealth, you will be instrumental in shaping a new standard of cardiometabolic care, directly impacting the health and well-being of members seeking to prevent and treat conditions like obesity, diabetes, high blood pressure, and high cholesterol. This 3-month contract role is crucial for supporting increased member demand and ensuring seamless, high-quality coverage across all care channels, with the potential for extension up to 9 months based on performance and business needs. You will be the primary point of contact for members, providing comprehensive support and guiding them through their healthcare journey with empathy and efficiency.
• Your day-to-day responsibilities will revolve around providing exceptional member support through multiple communication channels, prioritizing inbound phone calls (including those from partnership teams), followed by in-app messages, text messages, and emails. You will be tasked with responding to member inquiries promptly, ensuring all interactions meet or exceed established Service Level Agreements (SLAs). A key aspect of your role will involve proactively following up on any unresolved inquiries or issues to guarantee complete resolution, demonstrating a commitment to member satisfaction. You will collaborate closely with clinical team members to ensure that accurate and timely information is consistently conveyed to members, acting as a vital link between the member and the clinical care team. Meticulous documentation of all member interactions within the appropriate systems is essential for maintaining seamless care coordination and a comprehensive understanding of each member's journey. You will also be responsible for managing and maintaining up-to-date member information, strictly adhering to confidentiality and data protection protocols to safeguard sensitive patient data.
• To excel in this role, you will need to become a subject matter expert on 9amHealth’s innovative products and services, enabling you to effectively assist members with a wide range of needs. This includes guiding them through potentially complex insurance approval processes, such as prior authorizations, and helping them navigate the intricacies of healthcare systems. A critical part of your contribution will be identifying emerging trends that affect the broader member base and effectively communicating these insights to the team, providing valuable feedback for service improvement. You will consistently maintain a positive, empathetic, and patient-focused attitude in all interactions, serving as a champion for change, whether it involves new processes, new clients, or evolving responsibilities. Your performance will be measured by your ability to consistently meet or exceed customer satisfaction metrics, ensuring that every member feels valued and well-supported.
• You will be joining an empathetic and motivated team that thrives on open communication and feedback, united by a deep care for each member's health outcomes. The team prioritizes maximizing coverage to deliver an enhanced, personalized member experience that surpasses the typical healthcare interaction. This role offers a unique opportunity to contribute to a mission-driven organization focused on revolutionizing cardiometabolic care. You will gain invaluable experience in a fast-paced health tech startup environment, working with a cutting-edge product and a flexible, dedicated team. The role provides exposure to various aspects of member support, clinical collaboration, and operational efficiency within a growing healthcare company.
• In this role, you will have the opportunity to develop a deep understanding of cardiometabolic health and the operational intricacies of a modern healthcare delivery model. You will hone your skills in customer service, particularly within a healthcare context, mastering communication techniques for explaining complex information clearly and empathetically. Your problem-solving abilities, including de-escalation and rapid resolution, will be significantly enhanced. You will become proficient in utilizing various customer service and healthcare platforms, gaining practical experience in documentation, data management, and patient communication. Furthermore, you will develop expertise in navigating insurance processes and ensuring compliance with data protection regulations like HIPAA. This position offers a chance to make a tangible impact on patient lives by contributing to a company dedicated to improving chronic disease management and making healthcare more accessible and affordable. The experience gained here will be highly valuable for anyone looking to advance their career in health tech, patient advocacy, or healthcare operations.
• The available shifts are designed to ensure comprehensive coverage throughout the week, including Tuesday-Saturday from 6:00 am to 2:30 pm PST, Tuesday-Saturday from 5:00 am to 1:30 pm PST (with Saturday hours from 5:30 am to 2:00 pm PST), Monday-Friday from 9:30 am to 6:00 pm PST, and Sunday-Thursday from 9:30 am to 6:00 pm PST (with Sunday hours from 6:00 am to 2:30 pm PST). These varied schedules reflect the company's commitment to providing continuous support to its members, regardless of the day or time. The role requires a reliable high-speed internet connection and a quiet, distraction-free workspace to ensure patient privacy and uninterrupted service delivery. This contract position is an excellent opportunity to gain experience within a rapidly growing health tech company that is at the forefront of cardiometabolic care innovation, offering a chance to contribute meaningfully to improving patient outcomes and shaping the future of healthcare delivery.

🎯 Requirements

• Minimum 2+ years of experience in customer service within a healthcare setting.
• Strong written and verbal communication skills, with the ability to explain complex healthcare information clearly and empathetically.
• Excellent problem-solving skills, including de-escalation and quick resolution abilities.
• Proficiency in using customer service platforms (e.g., Zendesk) and healthcare platforms (e.g., EMRs) for patient communication, documentation, and data management.
• Familiarity with insurance processes (e.g., prior authorizations, claims) and managing confidential patient data in compliance with HIPAA.
• Willingness to work flexible hours, including early mornings, evenings, or weekends, based on business needs.

🏖️ Benefits

• Hourly pay up to $23/hour.
• Professional development budget and support for continuing education.
• Opportunity to make a meaningful impact on chronic disease management and patient outcomes.
• Flexible PTO and work from home options.
• Health, dental, and vision insurance.
• Experience working at a health tech startup with the stability of experienced founders.

Skills & Technologies

Onsite

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9am.ai Inc.

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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.

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