DocGo

Customer Success Coordinator

DocGo

full-time

Posted on:

Location Type: Remote

Location: Anywhere in North America

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Salary

💰 $18 - $19 per hour

About the role

  • 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.

Requirements

  • 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.
Benefits
  • Medical, Dental, and Vision (with company contribution)
  • Paid Time Off
  • 401k
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
dispatchoperations monitoringcomputer-aided dispatch softwareCRM systemshospital EMRspatient information verificationscheduling coordinationtask handoffsvisit readinessservice standards
Soft Skills
communication skillsorganizational skillscustomer serviceflexibilityprofessional demeanorcalmness under pressureadaptabilityteam coordinationproblem-solvingattention to detail
Certifications
high school diplomaGED