Care Coordinator - Payroll & Timekeeping (Sunday - Thursday) REMOTE – REMOTE / CANDIDATE EXPERIENCE / FULL-TIME
What is Trusted Health? Trusted, Inc. is the leading digital labor marketplace and workforce management solution for the healthcare industry. We are headquartered in San Francisco but we’ve taken a digital-first approach to building our workforce and the majority of our team resides across the US and abroad. Trusted was founded in 2017 with a focus on the largest profession in healthcare: nursing. Since then, we’ve taken a process dominated by recruiters and phone calls and converted it to a fully digital experience, connecting nurses directly to job opportunities and handling benefits, payroll, onboarding, and compliance. Our platform provides full employer of record services for employers in all 50 states and the District of Columbia. In 2020, we launched our proprietary staffing platform, Works. Works helps hospitals solve one of their biggest challenges: filling every shift in an environment where demand for healthcare services and labor costs are increasing exponentially. With Works, facilities can create their own on-demand nursing workforce and manage all the details from a single system. Using predictive insights and recommendations, Works helps hospitals react to fluctuations in demand, while its staffing marketplace creates competition to fill open job requisitions with high-quality, active talent. Trusted has support from top institutional investors such as Craft Ventures, Felicis Ventures, StepStone Group, and Founder Collective, as well as healthcare innovators like Texas Medical Center, Mercy Health, Intermountain Ventures, Town Hall Ventures, and Healthbox. Most recently we closed a $149 million Series C round to fund our next stage of growth. What we’re looking for: We are looking for someone passionate about customer support and experience to join our Care Coordinator team as a Payroll/Timekeeping specialist. The Care Coordinator team is responsible for triaging, supporting, and resolving issues our clinicians may face, with the Payroll/Timekeeping specialist having particular focus on issues surrounding pay. This role is on a team that wears many different hats and leverages knowledge of the entire Trusted experience. Your responsibilities:
Resolve or triage inbound questions that Trusted receives through multiple communications channels, with primary focus on pay/timekeeping topics
Initiate outbound communications when needed, including email and over the phone
Provide prompt, high-quality communications while meeting or exceeding our SLAs
Work closely with Payroll and Billing to support their respective functions and liaise between them and our clinicians
Maintain the Trusted tone & voice and a positive, empathetic attitude towards our clinicians in all interactions
Provide feedback on potential product or process improvements
Wear many hats, be knowledgeable of the entire Trusted experience, and use that to support our team
Who you are:
Customer focused: You put customers at the center of everything you do, even when thinking at scale. You think of customers as people rather than ticket numbers.
A strong communicator: You instill confidence and trust with how you speak and write; you know how to tailor your communication based on the situation and audience.
A great team player: People love working with you, and you enjoy working within a team that is working towards a common goal
Comfortable with ambiguity and change. You enjoy the fast pace and constant change of operating in a startup environment. You love continuously learning and developing new and better ways of doing things.
2 - 4 years in customer service industry in both written and verbal support
An appreciation and appetite to deliver incredible customer experience
Tech-savvy and ability to quickly learn multiple tools (e.g. Slack, CRM (SFDC), workflow (Asana), and customer support (Front))
Effective time management and demonstrated self-drive
Experience with high-performing teams, ideally in a high-growth startup environment
Stock options and competitive compensation package
Paid vacation & sick time, paid family leave, and flexible work hours
Employer paid health insurance, vision, and dental
Mindfulness and fitness reimbursement
Monthly cellular phone reimbursement
Trusted Health provides equal employment opportunity for all applicants and employees. All qualified applicants will be considered regardless of an individual’s race, color, sex, gender identity or expression, religion, age, national origin, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, military or veteran status, or any other basis protected by federal, state or local laws. If you cannot submit your application due to a disability, please email firstname.lastname@example.org; we will reasonably accommodate individuals with disabilities to the extent required by applicable law.