Customer Care Coordinator

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This position will be fully remote; however, candidates located in the Eastern Time Zone are preferred to support collaboration and alignment with the team’s core business hours.

We are seeking a detail-oriented and highly motivated Wellspect Care Coordinator to support patients and healthcare professionals throughout the care journey. As part of the intake team, this role serves as the first point of contact for patients, setting the tone for a positive experience by gathering essential information, providing product education, and guiding them through the onboarding process. This position is essential in delivering a seamless experience by coordinating documentation, facilitating communication across teams, and ensuring patients receive timely and accurate support.

Additionally, this role supports our field sales team, along with daily contact with health care institutions and medical offices throughout the USA. The ideal candidate brings a strong sense of accountability, excellent communication skills, and a desire to grow within the medical device industry. This is an exciting opportunity for an early-career professional who is passionate about patient care, medical device sales and operations, and customer-centric problem solving within a global organization and highly regulated environment.

• Introduce and explain the features, benefits, and appropriate use of Wellspect’s urology and bowel management product lines during initial patient interactions
• Maintain strong knowledge of product usage, care, and maintenance to confidently guide new patients
• Serve as the first point of contact for patients, completing intake calls and collecting accurate demographic, clinical, and insurance information
• Conduct follow-up interactions via inbound and outbound calls to address questions and ensure a smooth onboarding experience
• Identify and resolve patient concerns early in the process to prevent delays in care

• Ensure all intake documentation is complete, accurate, and properly routed for processing
• Partner with internal support teams to track and resolve pending documentation
• Coordinate communication for document corrections with patients, field sales, and medical offices

• Accurately document all patient and provider interactions in systems such as Bright Tree and Salesforce
• Update account statuses, log detailed call notes, and provide clear next steps for downstream teams

• Meet required call volume targets for both inbound and outbound activity while maintaining quality standards
• Create a positive first impression by delivering professional, empathetic, and patient-focused service
• Achieve or exceed monthly performance goals established by Sales Operations

• Adhere to all phone activity and compliance standards, including Medicare, HIPAA, and internal guidelines
• Follow after-call work (ACW) expectations and ensure all intake activities meet regulatory and quality requirements

• Provides guidance and share best practices with internal teams.
• Supports onboarding and training of new team members as needed.

• Partners with teams such as Marketing, Field Sales, Call Center Operations and Customer Service to best service patients, resolve problems effectively and drive continuous improvement.

• Performs other responsibilities as assigned in support of team and departmental goals.

• High School diploma or equivalent required.
• Associates/Bachelor’s degree in a scientific, technical, or healthcare-related discipline preferred.
• Med…