Care Coordination Specialist

4 weeks ago

India Innerwell Full time

Job Description About Innerwell We are on a mission to expand access to world-class behavioral health care by combining standard therapy and psychiatry with innovative care models and deeply personalized support. While we specialize in evidence-based modalities such as ketamine-assisted therapy and EMDR, we are equally committed to providing exceptional general mental health care. As part of our team, you will help build scalable systems that enable thousands of patients to receive high-quality care at accessible costs, transforming mental health outcomes nationwide. Together, we are shaping a future where high-quality mental health care is available to all. Who We Need We are seeking a thoughtful, patient-centered Support Specialist to help deliver an exceptional care experience for every Innerwell patient. You'll be on the front lines responding to patient questions, resolving common issues, and supporting day-to-day operations across our platform. You will follow clear workflows, collaborate with teammates when cases need additional support, and ensure patients feel heard and cared for throughout their journey with Innerwell. This is a meaningful opportunity to support our mission while growing your skills within a fast-moving behavioral health organization. What You'll Do - Resolve Patient Support Requests: Respond to patient tickets in Zendesk, helping with technical login issues, scheduling requests, account questions, and general platform support. - Provide Warm, Empathetic Communication: Make sure every patient feels understood, supported, and cared for, especially during moments of stress or confusion. - Follow Established Workflows: Use existing SOPs to guide decisions, escalate when needed, and ensure consistent high-quality support across the team. - Support Platform Navigation: Help patients understand how to use Innerwell's tools, schedule appointments, send messages, and access care. - Collaborate with the Team: Work closely with the Support team and Clinical Operations to gather missing details and ensure clean handoffs for more complex issues. Who You Are: - Experienced in Digital Health Support: You have at least 1 - 2 years in a support, coordination, or patient-facing role within digital health, behavioral health, or healthcare operations. - Patient-Focused Communicator: You're compassionate, clear, and skilled at helping people feel supported. - Organized & Reliable: You maintain accurate notes, follow SOPs consistently, and deliver high-quality work. - Comfortable in Fast-Moving Environments: You adapt to new tools and workflows quickly. - Detail-Oriented: You catch small errors, ask clarifying questions, and ensure patients get the right information. - Eager to Learn: You're excited to grow into deeper support competencies, including clinical coordination and insurance basics over time. Equal Opportunity Our patients come from all backgrounds, and so do we. Innerwell is committed to fostering an inclusive environment that reflects the diverse communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Recruitment Process - HR Screening - Assessment - Hiring Manager Interview - Final Leadership Interview

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