[Hiring] Customer Success Coordinator @DocGo

Role Description

• 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.

Qualifications

• 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).
• Experience with CRM systems, such as Salesforce and hospital EMRs is preferred.
• 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.

Requirements

• Must have open availability.
• 10-hour shifts, 40 hours per week. Shift 1 or Shift 2: Must be available to work either Shift 1 (Wed, Thurs, Fri, Sat) starting at 1:00 p.m. or Shift 2 (Tues, Thurs, Fri, Sat) starting at 10:00 a.m.
• Schedule is subject to change based on operational needs.

Benefits

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

Company Description

DocGo is leading the proactive healthcare revolution with an innovative care delivery platform that includes mobile health services, population health, remote patient monitoring, and ambulance services. DocGo disrupts the traditional four-wall healthcare system by providing high quality, highly affordable care to patients where and when they need it. DocGo's proprietary, AI-powered technology, logistics network, and dedicated field staff of over 5,000 certified health professionals elevate the quality of patient care and drive efficiencies for municipalities, hospital networks, and health insurance providers. With Mobile Health, DocGo empowers the full promise and potential of telehealth by facilitating healthcare treatment, in tandem with a remote physician, in the comfort of a patient's home or workplace. Together with DocGo's integrated Ambulnz medical transport services, DocGo is bridging the gap between physical and virtual care.