Customer Success Coordinator

Hybrid Schedule | Healthcare Technology | Customer Success | Operations Support

Make an Impact Every Day

Are you someone who enjoys helping people, building relationships, and solving problems? Do you thrive in a fast-paced environment where you can take ownership, think critically, and make a meaningful difference?

We're seeking a Customer Success Coorrdinator to join a growing team focused on improving access to life-changing healthcare technology. In this role, you'll work directly with families, caregivers, and healthcare professionals to coordinate the return of specialized medical devices, resolve outstanding cases, and ensure an outstanding customer experience throughout the process.

This is an excellent opportunity for professionals with backgrounds in customer service, healthcare support, call center operations, account coordination, patient services, case management, collections, retention, claims support, or administrative operations.

What You'll Do

• Coordinate the recovery and return of medical devices from customers and healthcare providers
• Communicate with parents, caregivers, and clinicians regarding device status and return logistics
• Manage a queue of active cases and daily follow-up activities
• Conduct outbound phone outreach while responding to inbound calls, emails, and text messages
• Investigate outstanding cases and identify appropriate next steps
• Assist customers with gathering missing documentation and information
• Support the reopening and continuation of inactive cases when applicable
• Maintain accurate records and case documentation within internal systems
• Collaborate with multiple departments to resolve customer concerns and drive successful outcomes
• Identify process improvement opportunities and share recommendations with leadership
• Deliver a high-quality customer experience through empathy, professionalism, and proactive communication

What We're Looking For

Required Skills

• Strong customer service and relationship-building abilities
• Excellent verbal and written communication skills
• Ability to confidently manage phone-based conversations throughout the day
• Strong problem-solving and investigative skills
• Exceptional organizational and follow-through abilities
• Ability to multitask, prioritize, and manage a high-volume workload
• Strong attention to detail and data accuracy
• Comfortable working with technology, databases, and CRM systems
• Adaptability and willingness to embrace change
• Positive attitude and team-first mentality

Qualifications

• Bachelor's degree preferred but not required
• Relevant professional experience may be substituted for a degree
• 2+ years of customer service, healthcare support, administrative, coordination, contact center, or related experience
• Experience utilizing CRM, case management, or customer support systems preferred
• Salesforce experience is a plus
• Healthcare, medical device, insurance, reimbursement, or patient-facing experience is preferred but not required