Care Coordinator - Customer Service Representative

Trusted is the leading digital labor marketplace and workforce management solution for the healthcare industry. We are headquartered in San Francisco but we’ve taken a digital-first approach to building our workforce and the majority of our team resides across the US and abroad.

Trusted was founded in 2017 with a focus on the largest profession in healthcare: nursing. Since then, we’ve taken a process dominated by recruiters and phone calls and converted it to a fully digital experience, connecting nurses directly to job opportunities and handling benefits, payroll, onboarding, and compliance. Our platform provides full employer of record services for employers in all 50 states and the District of Columbia.

In 2020, we launched our proprietary staffing platform, Works. Works helps hospitals solve one of their biggest challenges: filling every shift in an environment where demand for healthcare services and labor costs are increasing exponentially. With Works, facilities can create their own on-demand nursing workforce and manage all the details from a single system. Using predictive insights and recommendations, Works helps hospitals react to fluctuations in demand, while its staffing marketplace creates competition to fill open job requisitions with high-quality, active talent.

Trusted has support from top institutional investors such as Craft Ventures, Felicis Ventures, StepStone Group, and Founder Collective, as well as healthcare innovators like Texas Medical Center, Mercy Health, Intermountain Ventures, Town Hall Ventures, and Healthbox. Most recently we closed a $149 million Series C round to fund our next stage of growth.

What we’re looking for:

We are looking for someone passionate about customer support and experience to join our Care Coordinator team. The Care Coordinator team is responsible for triaging, supporting, and resolving issues our clinicians may face. This role is on a team that is highly cross functional and leverages knowledge of the entire Trusted experience. At Trusted, we are not in the business of ‘checking boxes’ or quickly finishing tickets, so we need someone passionate about engaging in conversation with and providing memorable experiences for our nurses. 

Your responsibilities:

• Triage, route and answer inbound questions received from working clinicians across SMS, in-app chat, email and telephone, including a high amount of pay/timekeeping topics.
• Provide prompt, quality responses while meeting or exceeding our SLAs.
• Maintain the Trusted tone & voice including demonstrating a positive, empathetic attitude towards our working clinicians during all interactions.
• Be an expert in Trusted communication, workflows, and internal teams to provide a consistent and personalized experience for working clinicians.
• Work closely with Payroll and Billing to support their respective functions and liaise between them and our clinicians.
• Regularly and proactively identify areas for process and product improvements based on feedback from working clinicians.

Who you are:

• Customer focused: You put customers at the center of everything you do, even when thinking at scale. You think of customers as people rather than ticket numbers.
• A strong communicator: You instill confidence and trust with how you speak and write; you know how to tailor your communication based on the situation and audience.
• A great team player: People love working with you, and you enjoy working within a team that is working towards a common goal
• Not afraid of change: You enjoy the fast pace and constant change of operating in a startup environment. You take initiative and are adaptable and flexible when faced with challenges 
• A problem solver: You are able to bring order to complex problems and make decisions with ambiguous information

You have:

• A High School Diploma or equivalent
• 2 - 4 years in customer service role providing both written and verbal support
• An appreciation and appetite to deliver incredible customer experience
• Tech-savvy and ability to quickly learn multiple tools (e.g. Slack, CRM (SFDC), workflow (Asana), and customer support (Front))
• Effective time management and demonstrated self-drive.
• The ability to work quickly and independently, adapting to change and thriving in a fast paced environment
• Ability to work a regularly assigned schedule including evenings and weekends as scheduled
• The ability to work remotely including having a consistent minimum internet speed of 25 mbps, 50 mbps and abov