Job Description: Care Coordinator

About TailorCare

TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a profoundly personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By carefully assessing patients' symptoms, health histories, preferences, and goals with predictive data and the latest evidence-based guidelines, we help patients choose and navigate the most effective treatment pathway for them every step of the way.

TailorCare values the experiences and perspectives of individuals from all backgrounds. We are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. TailorCare is a remote-first company with our corporate office located in Nashville.

About the Role

The Care Coordinator is part of our inbound call center team, often serving as the first point of contact for patients. This role is responsible for answering and transferring inbound calls as well as facilitating communication and collaboration between internal and external care teams. Care Coordinators play a key role in delivering a compassionate, patient-centered experience by listening, problem-solving, and connecting patients to the appropriate care team members.

This position is a non-exempt (hourly) role.

Location

This role is 100% remote.

Shift

• 8 AM - 5 PM EST / 7 AM - 4 PM CST

Responsibilities

Call Center & Patient Support

• Answer patient calls and transfer escalated patient issues to the appropriate team member or resources.
• Provide excellent customer service by actively listening, resolving questions, or escalating issues as needed.
• Assist patients with scheduling provider visits.

Care Coordination Tasks

• Identify, request, and collect necessary documentation from patients and community providers.
• Support care teams with operational and non-clinical tasks.
• Capture patient referrals through inbound fax.

Administrative & Document Support

• Accurately document patient interactions and relevant details.
• Ensure timely follow-up and completion of assigned tasks to maintain smooth care coordination.
• Other duties may be assigned.

Required Qualifications

• High School Diploma / GED (or higher).
• Experience with escalated customer service issue resolution.
• Knowledge of Google Suite products (Google Docs, Gmail, Google Calendar, Google Slides) and proficiency in Google Sheets (including basic analytical formulas like VLOOKUP, IF).
• Phone/Fax system experience.
• EMR experience (Athena & Epic preferred).

Preferred Qualifications

• Associate's Degree or higher.
• Typing speed of 40+ WPM.
• Experience as a Medical Assistant, Certified Nursing Assistant, Pharmacy Tech, or other clinical or administrative role in a health care setting.

Skills

Technical Skills

• Assesses own strengths and weaknesses.
• Pursues training and development opportunities.
• Strives to continuously build knowledge and skills.
• Shares expertise with others.

Customer Service

• Manages difficult or emotional customer situations.
• Responds promptly to customer needs.
• Solicits customer feedback to improve service.
• Responds to requests for service and assistance.
• Meets commitments.

Interpersonal Skills

• Focuses on solving conflict.
• Maintains confidentiality.
• Listens to others.
• Keeps emotions under control and overcomes resistance when necessary.
• Remains open to new ideas.

Oral Communication

• Speaks clearly and persuasively in positive or negative situations.
• Listens and seeks clarification.
• Responds openly to questions.
• Must be able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality

• Is consistently at work and on time.
• Ensures work responsibilities are covered when absent.
• Arrives at meetings and appointments on time.

Dependability

• Follows instructions.
• Responds to management.