• We’re hiring a full-time remote Care Coordinator to be the first voice a patient – or their family - hears when reaching out to Sailor Health. • In this role, you’ll guide older adults and their caregivers through the intake process with warmth, clarity, and professionalism, ensuring they feel supported every step of the way. • This role is a unique blend of patient support, care coordination, and emotional guidance. • You’ll be the steady hand helping each new patient navigate the journey into care, from matching with the right therapist to feeling confident and understood every step of the way. • Join us in redefining what it means to age with dignity, connection, and mental wellness.

• Guide older adults and their caregivers through the intake process with warmth, clarity, and professionalism. • Match patients with the right therapist to ensure they feel confident and understood. • Provide a blend of patient support, care coordination, and emotional guidance.

• Guide older adults and caregivers through the intake process • Match patients with the right therapist • Ensure support through emotional and professional communication • Manage intake process with multiple patients simultaneously

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Help Desk Support Day is a full-time, key member of the Customer Support team at XFERALL. This role is primarily focused (90%) on leading support operations during daytime business hours, while also contributing (10%) to customer onboarding and implementation support. - Serve as the primary contact for incoming daytime support tickets and live troubleshooting requests. - Monitor and triage Zendesk tickets and ensure timely, professional responses. - Troubleshoot platform issues including user access, SSO, permissions, and intake workflows. - Escalate technical issues to Product, Engineering, or DevOps as needed. - Maintain internal documentation and support workflows, including triage matrices. - Create and update knowledge base articles and training documentation. - Analyze support data for trends and recommend process or product improvements. - Coordinate with after-hours support agents and contribute to schedule planning. - Support Implementation Managers with new customer launches by assisting with user setup, training, and go-live prep. - Participate in weekly team syncs and quarterly operational planning to ensure preparedness for market launches and enterprise SLA. - Perform other duties as assigned and within the scope of work as needed by management, as this list is not exhaustive. Qualifications - 1+ years in SaaS or healthcare IT support roles. - Strong customer communication and ticket handling skills. - Experience with Zendesk, Google Workspace, Salesforce, and Metabase preferred. - Comfortable navigating SSO configurations and platform permissions. - Excellent organizational and documentation habits. - Able to collaborate cross-functionally with product, engineering, and implementation teams. - Experience mentoring or coordinating other support reps is a plus. - Self-directed and thrives in a remote, fast-paced environment. Requirements - Remote, Monday-Friday during CST Business hours. - Must have access to high-speed internet. - Must have a workspace with an office door that closes. - Must have a mobile device with access to Google apps. Physical Requirements - Sedentary, sitting, walking, occasional lifting (overhead, waist level) from the floor, bending, frequent near vision use for reading and computer use. - Ability to maintain focus/concentration for an extended period of time. Compensation $50,000-$55,000 Benefits - Dental Insurance - Health Insurance - Flexible PTO - Vision Insurance - Health savings account - Life insurance - Paid time off - Parental leave Education - Bachelor's (Preferred) Experience - Healthcare IT: 3 years (Preferred) Work Location Remote