[Remote] Customer Success Coordinator 4

Note: The job is a remote job and is open to candidates in USA. DocGo is leading the proactive healthcare revolution with an innovative care delivery platform. They are seeking a Customer Success Coordinator to manage incoming calls, coordinate mobile health clinician schedules, and ensure exceptional service to patients and staff.

Responsibilities

• Receive, review, prioritize, and dispatch incoming calls using the company’s proprietary CAD system
• Accurately track and document all calls and interactions in the CRM system, with close attention to dispatch workflows and protocols
• Serve as the central coordinator for mobile health clinician schedules and patient visits, maintaining clear and consistent communication with patients, prospects, support teams, and clinicians
• Receive, prioritize, and dispatch patient visits through the proprietary DARA platform
• Coordinate appointments, including cancellations, no-shows, reschedules, and follow-up activities
• Deliver exceptional service to medical staff, patients, the public, and internal team members
• Collect and verify necessary patient information from patient support and outreach call center agents to ensure visit readiness
• Maintain a professional, calm, and courteous demeanor both in person and during all phone interactions
• Dispatch field units to scheduled visits to ensure timely, high-quality patient care within established service standards
• Proactively manage delays by providing regular updates to affected patients and offering immediate rescheduling options when cancellations occur
• Handle visit cancellations by notifying field staff, offering available openings to prioritized patients based on routing and urgency, minimizing visit loss, and securing the next available appointment
• Communicate priority dispatch needs and complete thorough task handoffs prior to the end of each shift
• Provide courteous, helpful, and professional customer service to patients, coworkers, supervisors, and the general public at all times
• Demonstrate flexibility to support a 24/7 healthcare operation, including variable work schedules as business needs require
• Provide support to internal staff with scheduling adjustments and dispatch-related issues
• Perform additional duties and special projects as assigned

Skills

• High school diploma or general education degree (GED)
• Dispatch, healthcare, and/or operations monitoring background is preferred
• Tech-savvy with knowledge of computer-aided dispatch software (CAD)
• Knowledge of procedures and guidelines for emergency situations
• Excellent verbal, organizational, and communication skills
• Comfortable working in a fast-paced environment and able to pivot work focus as priorities shift, based on the needs of the business
• Dispatch, healthcare, and/or operations monitoring background is preferred
• Experience with CRM systems, such as Salesforce and hospital EMRs is preferred

Benefits

• Medical, Dental, and Vision (with company contribution)
• Paid Time Off
• 401k

Company Overview