Customer Care Coordinator

Health Access Solutions

2d•$70,000 - $85,000•Remote

About The Position

At Health Access Solutions, we believe everyone deserves access to affordable, quality health care. We're a small but mighty team doing work that genuinely matters and we're building the systems, processes, and infrastructure to do it at scale. As a Customer Care Coordinator, you will often be the first meaningful point of contact for members navigating an unfamiliar or high-stakes moment. The ability to establish rapport quickly, assess need accurately, and respond with both competence and care is what defines success here. This role is central to our mission and to the experience every member deserves.

Requirements

5+ years of relevant professional experience in customer care, member services, or a similar role
Exceptional analytical and problem-solving skills — you can interpret complex information, identify patterns, and apply sound judgment to resolve member issues with precision and confidence
High attention to detail and the ability to manage multiple priorities without things falling through the cracks
Comfortable working independently and exercising good judgment when the answer isn’t obvious
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) required — comfort navigating digital tools and systems is essential to day-to-day success in this role
Successful background check required
A significant portion of this role involves live phone conversations with members. You’ll need access to a quiet, distraction-free workspace

Nice To Haves

Background in healthcare, medical claims processing, or health insurance is strongly preferred, but not required
Bilingual in English and Spanish strongly preferred, but not required

Responsibilities

Conduct early-stage member outreach and intake — establishing trust, clarifying needs, and ensuring the right next steps are identified and owned
Evaluate member circumstances with active listening and sound judgment, prioritizing effectively across a dynamic caseload
Ensure continuity and follow-through from the first point of contact forward — a member is never just a case
Communicate confidently across a broad range of members, from executives to staff to individuals navigating a difficult moment
Track and manage support requests in our case management system, keeping every interaction accurate and current
Process reimbursement requests accurately, efficiently, and with the attention they deserve
Escalate issues to management as needed, with full context and a clear recommendation
Follow established communication procedures and policies while bringing good judgment to situations they don’t fully cover
Surface patterns — what members ask about most, where the friction is, what’s working and what isn’t
Suggest improvements to enhance service quality and the overall member experience
Collaborate with teammates to keep the team operating at its best as our membership base grows

Benefits

401(k) matching
Training & development
Wellness resources
Competitive salary: $70,000 – $85,000
Generous PTO — 20 days annually
Health coverage — 100% employer-paid Health Access Benefit
HAS Cooperative membership (100% employer-paid) or Traditional Insurance via ICHRA (75% employer-paid)
Group Life & AD&D, Short-Term & Long-Term Disability
401(k) with employer match
Fully remote with a real commitment to work-life balance