Care Coordinator
SwordhealthPortoFull Time1w ago
AISupportPlatformremotecurated-jd
Job description
Care Coordinator at Swordhealth.
About the role
Join our team to support users managing back pain through our digital therapy platform. You will serve as a primary contact for patients, helping them navigate our app while coordinating with medical professionals and insurance providers to manage administrative and billing needs.
Key facts
What you'll do
- Assist users via phone, email, and chat to help them navigate their digital therapy journey.
- Provide technical troubleshooting for app-related issues and escalate complex problems to the development team.
- Manage patient documentation with high accuracy and attention to detail.
- Communicate with doctors and insurance companies to resolve billing and administrative inquiries.
- Generate reports and share operational insights with the wider team.
- Maintain a professional demeanor while addressing patient concerns and anxieties.
Requirements
- Native or C2-level proficiency in German is mandatory.
- Advanced English skills at B2 or C1 level.
- Minimum of 2 years of professional experience in customer service.
- Degree or apprenticeship in a healthcare-related field such as physiotherapy, medical assistance, or healthcare management.
- Experience using ticketing software to document and track user interactions.
- Ability to demonstrate at least Level 1 AI proficiency (Explorer) by using AI tools to improve personal productivity.
- Must hold a valid EU visa and reside in Portugal.
Nice to have
- Prior experience in customer service for Digital Health Applications (DiGAs).
- Familiarity with Zammad, Atlassian tools (Jira, Confluence), Slack, and Google Workspace.
- Certification or training in medical product consulting (medizinische Produktberatung).
Skills & tools
- Digital health platform navigation
- Patient documentation and reporting
- Administrative coordination with insurance and medical providers
- Ticketing software (e.g., Zammad, HubSpot)
- AI-assisted productivity workflows
Practical notes
- Compensation includes base salary, variable incentives, and equity.
- Benefits include health, dental, and vision insurance, meal allowance, remote work allowance, flexible hours, and discretionary vacation.
- No relocation assistance is provided for this role.
- Candidates must be based in Portugal with a valid EU visa.