Customer Care Coordinator

Dentsply Sirona, Inc•USA Home Office, --

13d•$23 - $28•Remote

About The Position

Wellspect Healthcare is seeking a detail-oriented and motivated Care Coordinator to support patients and healthcare professionals throughout the care journey. As part of the intake team, the coordinator is the first point of contact for patients, gathering essential information, providing product education, and guiding patients through onboarding. The role coordinates documentation and communication across teams to help ensure patients receive timely, accurate support. It also supports the field sales team and maintains daily contact with healthcare institutions and medical offices throughout the United States. Previous hands-on experience using Brightree in a professional setting is required. The position is fully remote, with candidates in the Eastern Time Zone preferred to support collaboration during the team’s core business hours. Occasional travel may be required, less than 5% annually.

Requirements

High school diploma or equivalent.
Previous hands-on experience using Brightree in a professional setting.
Proficiency in Brightree.
Proficiency in English, with strong written and verbal communication skills.
Excellent organizational skills and strong attention to detail.
Comfort with computer-based work, including using multiple systems and screens simultaneously.
Proficiency in Microsoft Office Suite.
Ability to work independently and collaborate effectively in a fast-paced, team-oriented environment.
Ability to use or familiarity with call center telecommunications software, including dialer systems.

Nice To Haves

Associate or bachelor’s degree in a scientific, technical, healthcare-related, or related discipline.
Medical billing education or experience.
Three or more years of experience in a customer-facing or highly regulated role.
Experience in a call center, medical device company, medical office, or other healthcare environment.
Experience supporting patients, healthcare professionals, insurance processes, or medical documentation.
Multilingual abilities.
Experience with Salesforce.

Responsibilities

Introduce and explain the features, benefits, and appropriate use of Wellspect’s urology and bowel management products during initial patient interactions.
Maintain knowledge of product usage, care, and maintenance to guide new patients.
Conduct patient intake calls and collect accurate demographic, clinical, and insurance information.
Handle inbound and outbound follow-up interactions to answer questions and support a smooth onboarding experience.
Identify and resolve patient concerns early to prevent delays in care.
Ensure intake documentation is complete, accurate, and routed for processing.
Work with internal support teams to track and resolve pending documentation.
Coordinate document corrections and follow up with patients, field sales representatives, and medical offices.
Record patient and provider interactions in Brightree, Salesforce, and other applicable systems.
Update account statuses, log detailed call notes, and provide clear next steps for downstream teams.
Maintain accurate and complete patient records in accordance with internal procedures and applicable requirements.
Meet inbound and outbound call-volume targets while maintaining quality standards.
Provide professional, empathetic, patient-focused service and achieve or exceed monthly Sales Operations performance goals.
Follow phone activity and compliance standards, including Medicare, HIPAA, and internal guidelines.
Meet after-call work expectations and ensure intake activities meet regulatory and quality requirements.
Share guidance and best practices with internal teams and support onboarding and training of new team members as needed.
Collaborate with Marketing, Field Sales, Call Center Operations, and Customer Service to serve patients, resolve problems, and support continuous improvement.
Perform other responsibilities as assigned in support of team and departmental goals.