About Carewell Carewell is a category-defining business dedicated to providing trusted caregiving solutions and support for individuals and families. Through Carewell Family Services, we extend our commitment beyond products to person-centered navigation, care coordination, and advocacy services that address both medical and social needs. Our approach emphasizes compliance, scalability, and high-quality patient experiences while working in close partnership with clinicians and community resources to support better outcomes. About the Role This is a ground-floor opportunity to join a growing care navigation program and help define how patients experience it. As an Engagement Coordinator, you are responsible for the quality of the patient journey from their first appointment onward — ensuring they arrive prepared, that their eligibility is verified, that their care navigation visit gets scheduled, and that scheduling continuity is maintained throughout their time in the program. Depending on program needs, this role may also support care navigation activities in a clinical capacity. The ideal candidate brings a clinical support background — Medical Assistant or equivalent — combined with strong communication skills and a genuine ability to build trust with older adults over the phone. You don't need to provide clinical guidance; you need to recognize when something requires it and escalate without hesitation. This role is a conversion and retention function that sits at the intersection of patient care and program operations. What You'll Do Pre-Visit Patient Readiness - Conduct a live outreach call to every newly enrolled patient in advance of their initiating clinical appointment - Confirm appointment date, time, and logistics; address questions and ensure the patient feels prepared - Walk patients through video visit technology in plain, accessible language — step by step, on iOS and Android - Troubleshoot basic device or connectivity issues; escalate when the issue is beyond scope - Complete insurance eligibility verification by collecting any outstanding patient information needed to confirm coverage before the clinical visit - Identify patients who may be at risk of not showing up and flag them for immediate follow-up Post-Visit Conversion & Scheduling - Upon confirmation of a patient's completed initiating visit, manage follow-up outreach to schedule the Initial Care Navigation appointment - Respond to patient scheduling requests promptly, confirm appointments, and queue reminders - Follow up with patients who have not responded to scheduling prompts; escalate persistent non-responders appropriately - Maintain scheduling momentum — time between visit completion and care navigation appointment directly affects patient engagement and retention Ongoing Scheduling & Appointment Management - Own all patient appointment scheduling from the Initial Care Navigation visit onward - Manage outbound scheduling communications, patient responses, appointment confirmations, and reminder campaigns - Conduct no-show follow-up and re-engage patients within the appropriate window — a missed appointment is a recovery opportunity - Maintain scheduling as a patient-facing function — not an administrative one Escalation & Scope Management - Escalate any clinical question, symptom, or safety concern immediately to the appropriate clinical contact — no exceptions, no improvising - Maintain accurate, real-time documentation of all patient contacts, eligibility status, scheduling activity, and escalations in program systems - Manage reminder content, patient opt-outs, and activity logging across all patient communications

Role Description The Project Coordinator – Customer Service is responsible for providing day-to-day support for customer accounts by managing orders, coordinating schedules, and ensuring accurate communication across all project stakeholders. This role plays a critical part in maintaining organization, accuracy, and responsiveness throughout the project lifecycle. The position requires strong attention to detail, coordination skills, and the ability to manage multiple priorities. The Project Coordinator supports successful project execution and contributes to overall customer satisfaction. Duties and Responsibilities - Operational / Process Responsibilities - Prepare quotes and convert them into orders while ensuring accuracy and completeness - Process order changes and maintain updated project documentation - Monitor outstanding orders, track ship dates, and manage status reports - Generate and manage service orders and coordinate scheduling - Reporting Support - Maintain and update project tracking and status reports - Provide updates on order status, issues, and timelines - Track and resolve problem tickets and service issues - Audit and Compliance - Ensure accuracy of orders, pricing, and documentation - Identify and resolve discrepancies related to products or services - Maintain compliance with company processes and standards - Systems / Process Improvements - Identify opportunities to improve coordination workflows and efficiency - Support consistent use of systems and tools for tracking and reporting - Customer Service Execution - Respond to customer inquiries via phone and email - Communicate updates related to orders, deliveries, and project timelines - Coordinate storage and delivery activities - Support team operations including receptionist backup when needed Success is demonstrated by accurate order processing, strong communication, and efficient coordination across all project activities. The Project Coordinator – Customer Service ensures projects remain organized, on schedule, and supported throughout execution. This role contributes to customer satisfaction through responsiveness and attention to detail. Long-term success is reflected in reliability, consistency, and reduced errors. Qualifications - 3-6 years of experience in a related field - Office furniture experience preferred - Remote work may be considered for candidates with at least 6–9 months of experience in the commercial furniture industry Requirements - Associate degree or equivalent work experience preferred - Strong customer service and communication skills - Strong organizational and time management abilities - Ability to manage multiple priorities - Knowledge of scheduling and inventory systems preferred Work Environment - Employee occasionally lifts 2-3 reams of paper and customer files, especially during archiving (Weight up to 12 pounds; Height floor to 36 inches; Frequency up to 2 times per week) - Employee occasionally carries paper from the copy room to fill printer (Weight up to 12 pounds; Distance up to 300 feet; Frequency up to 2 times per week) - Employee occasionally pushes or pulls an office chair (Force up to 7 pounds; Distance up to 50 feet; up to 1 time per week) - Employee occasionally climbs main stairs or stairs to warehouse at main location to meet with customers in lobby display area, to access parts in warehouse, and interact with other operational departments (Height 1 flight; Frequency up to 3-5 times per day) - Employee occasionally walks on level surfaces to interact with all operational departments, retrieve needed materials, access lobby display, and attend meetings (Duration 45 minutes per day; Distance up to 1,500 feet per day) - Employee occasionally stands on level surfaces during interaction with customers and other personnel (Duration 30 minutes per day) - Employee continuously sits using the computer, talking on the phone, processing project paperwork, and attending (Duration up to 7 hours per day) - Employee constantly reaches out during work at desk (Height forward reach waist to chest; Frequency up to 30 times per hour) - Employee must rarely bend, squat, stoop, or kneel during filing tasks - Employee is occasionally exposed to ambient temperatures in the warehouse - Work overtime as needed Benefits - Medical, dental, and vision insurance (for full-time employee status only) - PTO and holidays - Professional development opportunities - 401K with Company match of up to 2% Company Description McCoy Rockford offers a collaborative, people-first culture with perks such as Summer Fridays, strong PTO from day one, mental health support, quarterly celebrations, competitive pay, and more! Ask our friendly and employee-focused HR department for more information.

• Drive revenue growth in your territory • Develop and execute a territory plan • Proactively generate new business opportunities • Lead regularly scheduled ROI and value reviews • Build strong relationships with members • Identify and convert new opportunities • Partner with vendor and internal teams • Provide business insights and guidance • Maintain accurate records and reporting

• Design and manage the analytics framework for Net Promoter Score (NPS) and Customer Satisfaction (CSAT) across six primary member touchpoints. • Analyze over 160,000 annual call records and member journey data to identify friction points and behavioral patterns. • Build and maintain an early-warning retention model to identify and reduce preventable cancellations. • Measure and report on service performance, including escalations, journey fluidity, and service track efficiency across Member, Broker, Group, and Affiliate segments. • Track and report on growth objectives, including channel-specific ramps and progress toward 25,000 net members. • Develop weekly dashboards for quotes, enrollments, and conversion rates across product lines. • Analyze partner and broker channel performance against monthly enrollment targets, monitoring improvements in Broker NPS and conversion rates. • Translate analytics into actionable journey improvements and pipeline optimizations, advising leadership to ensure key results are supported by robust analysis.