Customer Success & Care Coordination Specialist | 4+ Years of Experience in Remote Support, Sales & Technical Assistance

As a Care Coordinator for a U.S.-based mental health services provider, your role centers on connecting clients with the appropriate care while ensuring a smooth and supportive experience throughout their treatment journey. You serve as a key point of contact for individuals seeking mental health support, guiding them from initial inquiry through scheduling and ongoing coordination of services. In this role, you are responsible for conducting intake interactions, gathering essential information, and assessing client needs to match them with suitable providers based on factors such as specialty, availability, and preferences. You manage appointment scheduling, rescheduling, and follow-ups, ensuring that clients are consistently supported and remain engaged in their care plans. You also handle a high volume of inbound and outbound communication via phone, email, or chat, providing timely assistance, answering questions, and resolving concerns with professionalism and empathy. Your work requires strong attention to detail as you maintain accurate records, update client information, and document interactions in internal systems. Additionally, you collaborate with providers and internal teams to address scheduling conflicts, verify information, and ensure continuity of care. You often assist clients in navigating administrative processes, including basic insurance-related inquiries, service details, and platform usage, while maintaining strict confidentiality and compliance with healthcare privacy standards. Overall, your role combines customer service, coordination, and problem-solving, requiring excellent communication skills, emotional intelligence, and the ability to manage multiple tasks efficiently in a fast-paced environment.

Managing and making changes to customer account on behalf of the customer, addressing and disputing any billing concerns or questions, assisting with the setup or creation of a customer account as well as the setup of certain services, upselling services and answering customers product related concerns.

Working with Sutherland i handle maximum 30 inbound calls daily and maximum 5 outbound in which i would introduce myself and the company and inform the customer that the line is being recorded and open the floor for the customer to state how i could be of assistance to them. Some customers called for assistance with setting up their self-installed services where i would then walk then through the connection of hardware components and internal setup of services, there were times i needed to see what the customer was doing where i would ask the customer if i was able to send them a video tool so i could assist them better called help lighting. Customers would reach out because of a change in their monthly bill caused by fees or changes in their services and asked to have it explained or disputed. Customers would call because they are having issues with their internet or Tv services where i would walk them through troubleshooting steps to have it resolved or to process replacements if necessary. Outbound calls were made if when the customer reached out, they weren't able to speak and have their concern dealt with entirely at that moment wherein the outbound would be the resumption of the previous call.

Prequalifying customers for health insurance by asking a series of questions, disposing and handling calls following the call script, after determining what is best for customers have them transferred to the appropriate department to generate sales.

On average daily i would have taken 250 - 300 outbound calls approximately 5 secs before each call so i would have been ready and waiting for the call to be connected where i would then introduce myself and where I'm calling from, inform the customer that the line is being recorded, from here i would ask the customers questions to briefly understand their health insurance history and what they are looking to cover with their current health insurance for example, "Are you on Medicare or Medicaid?", "Are you looking to begin coverage within the next 30 days?" as well as "Do you have any upcoming surgeries or looking cover pregnancy with your health plan?" after asking and receiving answers to these questions and others it would then determine if this is a possible sale or a lockout in which i would either proceed to ending the calling and move onto another or transfer the qualified customer to the health insurance sales department to purchase health insurance. Throughout the course of the daily i would have received 20 - 30 inbound calls where my scripts and conversation with the customers would remain the same as my opening was flexible for both inbound and outbound calls. if a customer was not able to speak at the time they call or i call i was able to set a call back at a later time that day or any time under 30 days.

Knowing about all the products i was responsible for, restocking and packing shelves, upselling products and educating and persuading customers as well as addressing customer concerns and disputes about products provided.

Working with Earth Fashion i assisted 50 - 100 customers daily whereas if they were looking at a product within store my job was to advertise and enhance the product encouraging them to purchase or answer any questions they had about the products. i would also use items they were interested in to suggest additional items for example the customer was looking to purchase a television, i would also suggest a Television stand and an extra remote. once there was a need for addition products on the selves i would restock.