Customer Care Coordinator

Hope Network seeks a mission-driven Customer Care Coordinator to provide on-call support for individuals with disabilities and complex needs. In this role, you'll answer and triage calls, coordinate services, and document interactions while supporting person-centered care across behavioral health, neuro rehabilitation, and community programs. Working collaboratively with clinical and support teams, you'll help ensure timely responses, safe service transitions, and clear communication. Ideal candidates bring strong communication skills, reliability, and a passion for empowering people to live as independently as possible.

Responsibilities

• Respond to client and family calls to coordinate services and resolve non-emergency issues.
• Triage client needs and route urgent concerns to clinical or supervisory staff.
• Document interactions, service requests, and follow-up actions in electronic health records or databases.
• Collaborate with clinicians, case managers, and community partners to support person-centered care plans.
• Provide information about programs, eligibility, and scheduling for Hope Network services.
• Monitor on-call line during assigned shifts and ensure timely response within service standards.
• Escalate safety, behavioral health, or medical concerns according to established protocols.
• Support intake, appointment reminders, and follow-up contacts to reduce no-shows and service gaps.
• Maintain confidentiality and comply with HIPAA and organizational policies.
• Participate in training and team meetings to improve service quality and coordination processes.

Required Skills

• Call triage and customer service
• Healthcare or human services coordination
• Electronic health record or CRM data entry
• HIPAA and confidentiality compliance
• De-escalation and crisis communication
• Scheduling and appointment coordination
• Basic behavioral health terminology
• Multidisciplinary team collaboration
• Documentation and note-taking
• Time management for on-call coverage