Case Coordinator

Healthcare is increasingly unaffordable for many Americans. For those who can afford it, they are in a health insurance system that has become more confusing, restrictive, and lower value with each passing year. Here at WeShare our mission is to bring better healthcare to America at a better price. We offer consumers a member-to-member health sharing program that is much more cost effective than standard health insurance while providing access to over 1.2 million physicians across the country.

Come join us on this important journey to create the next generation of healthcare!

WeShare is a rapidly growing faith-based nonprofit that strives to do good while delivering great and affordable healthcare. The company is led by senior executives with an extensive background in both for-profit and not-for-profit enterprises. If you have a bias for action, enjoy challenges, and love creating impact in a massive industry, WeShare might be the place for you!

The Case Coordinator centers on helping members resolve complex issues with accuracy, empathy, and efficiency. You’ll manage your own caseload from start to finish, investigate problems across multiple systems, and coordinate with internal teams to ensure timely resolutions. You’ll proactively reach out to members and providers to gather missing information, document every step clearly, and escalate priority issues when needed.

• Deliver outstanding service by identifying the root cause of member issues and resolving inquiries in a timely, professional manner
• Research and resolve complex issues across multiple systems and databases; coordinate with internal teams and support resources to reach resolution and ensure accurate documentation
• Proactively outreach to members and providers (and internal partners as needed) to gather missing information, clarify details, request documentation, and move cases toward resolution
• Maintain strong working knowledge of program benefits
• Own and manage a caseload end-to-end, prioritizing urgent/escalated issues, meeting turnaround times/SLAs, and ensuring follow-up through closure
• Identify priority issues, elevate when appropriate, and provide weekly case updates and key insights to the department lead (e.g., aging cases, repeat issues, provider trends, and member impact).
• Complete case documentation including clear notes, resolution summaries, correspondence logs, and billing research details to ensure continuity and accountability

• High School Diploma/GED (or higher)
• 6+ months in a fast-paced Customer Service environment
• 6+ months of experience navigating multiple systems while documenting interactions accurately in real time
• Ability to create, modify and send documents, spreadsheets, and emails in Microsoft Excel, Word, and Outlook
• Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manners, consistently meeting commitments)
• Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the member
• A proficient problem-solving approach to quickly assess the current state and formulate recommendations
• Ability to work regularly scheduled shifts within our hours of operation including the training period where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and workover-time and/or weekends, as needed
• All new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency of the material
• Ability to work within a team and collaborative environment
• Ability to multi-task including the ability to understand multiple products and multiple levels of benefits within each product
• Demonstrated ability in customer service problem resolution and relationship building

• Healthcare or Insurance Call/Contact Center experience.
• Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
• Proficient conflict management skills include the ability to resolve issues in a stressful situation and demonstrating personal resilience
• Being able to address high-level concerns and satisfy them using scripting.
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
• Able to work overtime evenings, weekends and holidays as needed based on the needs of the business.

• Competitive Hourly
• Ability to make important enhancements to the Healthcare industry.
• Great culture where you work with the founders and key stakeholders in a relaxed, but innovative atmosphere.

UHSM is an Equal Opportunity Employer. Our business is fast-paced and will continue to evolve. As such, the duties and responsibilities of this role may be changed as…