Care Coordinator (Canada, Work From Home)

Sword Health is on a mission to free two billion people from pain as the world’s first and only end-to-end platform to predict, prevent and treat pain. 

With 67% of members achieving a pain-free life and a 70% reduction in surgery intent, at Sword, we are using technology to save millions for our 25,000 enterprise clients across three continents. Today, we hold the majority of industry patents, win 70% of competitive evaluations, and have raised more than $300 million from top venture firms like Founders Fund, Sapphire Ventures, General Catalyst, and Khosla Ventures.

Recognized as a Forbes Best Startup Employer in 2024, this award highlights our focus on being a destination for the best and brightest  talent. Not only have we experienced unprecedented growth since our market debut in 2020,  but we’ve also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $3 billion, we are in a phase of hyper growth and expansion, and we’re looking for individuals with passion, commitment, and energy to help us scale our impact. 

Joining Sword Health means committing to a set of core values, chief amongst them to “do it for the patients” every day, and to always “deliver more than expected” on behalf of our members and clients.

This is an opportunity for you to make a significant difference on a massive scale as you work alongside 900+ (and growing!) talented colleagues, spanning three continents. Your charge? To help us build a pain-free world, powered by technology, enhanced by people — accessible to all.

Introduction:

SWORD Health is a pioneering digital healthcare company working to relieve the millions of people suffering from musculoskeletal pain. Our groundbreaking solution pairs licensed physical therapists with an artificial intelligence powered digital therapist to help people overcome chronic and post-surgical pain faster and more cost-effectively than anything out there.

What you'll do :

• The successful candidate will possess excellent communication and customer service skills, be highly organized, and have the ability to multi-task and prioritize tasks appropriately. A background in healthcare or customer service is preferred but not required. 
• Provide exceptional customer support: Offering empathetic and solution-focused assistance through various channels. You'll handle inquiries, resolve issues efficiently, and ensure a positive experience in every interaction, contributing to our mission of delivering high-quality digital physical therapy services.
• Drive member engagement from enrollment through program completion
• Collaborate with Physical Therapists and be a trusted go-to resource for members
• Establish human connections with members, and provide personalized support across their participation in Sword’s virtual health program
• Leverage technology & internal teams to answer member questions accurately and resolve member challenges thoroughly
• Participate in outreach campaigns, encouraging members to continue their progress in the program
• Learn individual member communication preferences and tailor interactions to meet members’ needs

What you need to have :

• Bachelor’s Degree or 2 years relevant experience in service-based environment preferred
• 1+ years of experience in either Tech Support, Call Center Support, or Customer Service
• Empathetic critical thinking
• Thrive in a fast-paced environment
• Demonstrate a high level of personal accountability, resourcefulness, and commitment to quality
• Listen and type, and talk and type, simultaneously
• Excellent written and verbal communication, with proven ability to communicate with individuals at various levels within an organization
• Proficiently use of Google Suite (Docs, Sheets, Slides)