Role Description As a Customer Care Coordinator, you will often be the first meaningful point of contact for members navigating an unfamiliar or high-stakes moment. The ability to establish rapport quickly, assess need accurately, and respond with both competence and care is what defines success here. This role is central to our mission and to the experience every member deserves. The Quest — What You’ll Do - Member Support & Intake - Conduct early-stage member outreach and intake — establishing trust, clarifying needs, and ensuring the right next steps are identified and owned. - Evaluate member circumstances with active listening and sound judgment, prioritizing effectively across a dynamic caseload. - Ensure continuity and follow-through from the first point of contact forward — a member is never just a case. - Communicate confidently across a broad range of members, from executives to staff to individuals navigating a difficult moment. - Case Management & Reimbursements - Track and manage support requests in our case management system, keeping every interaction accurate and current. - Process reimbursement requests accurately, efficiently, and with the attention they deserve. - Escalate issues to management as needed, with full context and a clear recommendation. - Follow established communication procedures and policies while bringing good judgment to situations they don’t fully cover. - Service Improvement - Surface patterns — what members ask about most, where the friction is, what’s working and what isn’t. - Suggest improvements to enhance service quality and the overall member experience. - Collaborate with teammates to keep the team operating at its best as our membership base grows. Qualifications - 5+ years of relevant professional experience in customer care, member services, or a similar role. - Exceptional analytical and problem-solving skills — you can interpret complex information, identify patterns, and apply sound judgment to resolve member issues with precision and confidence. - High attention to detail and the ability to manage multiple priorities without things falling through the cracks. - Background in healthcare, medical claims processing, or health insurance is strongly preferred, but not required. - Comfortable working independently and exercising good judgment when the answer isn’t obvious. - Bilingual in English and Spanish strongly preferred, but not required. - Proficiency in Microsoft Office Suite (Word, Excel, Outlook) required — comfort navigating digital tools and systems is essential to day-to-day success in this role. - Successful background check required. Requirements - You don’t wait to be told what a member needs — you sense it. - You know the difference between someone who needs information and someone who needs to feel heard first, and you never mix those up. - You carry a natural sense of urgency that never feels rushed to the person on the other end of the line. - You understand that every interaction either builds or erodes trust. - You process reimbursements accurately because someone is counting on that money. - You follow up because dropping the ball on a member in a hard moment isn’t acceptable to you. - You communicate clearly, flag issues early, and collaborate well with a small team moving fast. - You bring ideas for how to do things better and you’re not precious about the old way. - A significant portion of this role involves live phone conversations with members — you’ll need access to a quiet, distraction-free workspace. Benefits - Competitive salary: $70,000 – $85,000. - Generous PTO — 20 days annually. - Health coverage — 100% employer-paid Health Access Benefit. - HAS Cooperative membership (100% employer-paid) or Traditional Insurance via ICHRA (75% employer-paid). - Group Life & AD&D, Short-Term & Long-Term Disability. - 401(k) with employer match. - Fully remote with a real commitment to work-life balance.