Description review
Senior Care Coordinator
Hinge Health · Remote US · back to the listing
HR standards
62/100
needs work
Title ↔ description
73/100
solid
Reads as
Unclear
no confident match
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
How others title the same work
Large employers
- Analista de Customer Service, Delivery Station Customer Support Amazon.com
- Bilingual Technical Customer Support, Ring, Ring Amazon.com
- Happiness Engineer – Customer Support & Success Automattic
- Support Engineer, WordPress VIP Automattic
- Cloud Support Engineer Canonical
Startups
- Customer Success Associate Aqua
- Customer Service Manager Cityfurnish
- Client Support Specialist (Healthcare Facilities - B2B) Clipboard
- Customer Support Engineer (Product / Technical Support) Cogram
What the listing never says
- 25 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No section describes what the person would actually do. Scope clarity
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
The Opportunity
Helping members navigate healthcare starts with clear guidance and support at each step of their care journey. As a Senior Flex Care Coordinator on Hinge Health’s Clinical Operations team, you’ll be a trusted point of contact who helps members navigate specialist visits, imaging, physical therapy, surgery, procedures, and other in-person care. You’ll support HingeSelect, a first-of-its-kind integrated care program, and a broader range of member needs, connecting members, providers, and care teams as new partnerships, pathways, and product capabilities evolve.
This role is called “Flex” for a reason. You’ll bring adaptability, resilience, and a learn-it-all mindset to evolving workflows, tools, and member needs. You’ll embrace technology-enabled care delivery to identify provider options, coordinate referrals and keep digital and in-person care connected.
Please note that this position will support either Eastern or Pacific Time Zone scheduling. Based on team coverage needs, candidates must be available to work their assigned schedule regardless of their location
What You’ll Accomplish
• In your first 3 months, learn the care coordination workflows, tools, and partner processes, and build confidence supporting members through routine next steps.
• Provide timely, clear outreach to members and help them understand what to expect as they move from referral to completed services.
• Explain provider options, network status, benefits, expected costs, referrals, and prior authorization requirements so members can make informed decisions.
• Coordinate specialist evaluations, imaging, physical therapy, surgery, procedures, and other in-person care, following up to help keep care moving.
• In your first 6 months, manage a varied caseload with empathy, responsiveness, accurate documentation, and reliable follow-through.
• Partner with provider offices and Hinge Health care teams to coordinate appointments, clinical information, transitions, and follow-up to keep digital and in-person care connected.
• Identify and work through barriers to care, closing communication loops with members, providers, and internal partners.
• In your first year, share insights from member and provider interactions to help improve coordination and the care experience as HingeSelect and Hinge Health’s care model evolve.
Who You Are
• You put members first, building trust through empathy, clarity, and follow-through.
• You are resourceful and organized, and can navigate health-plan requirements, provider networks, referrals, authorizations, and care transitions.
• You communicate clearly and proactively, listen carefully, ask clarifying questions, and close loops with members and partners.
• You take accountability for a varied caseload, work accurately, protect member information, and follow through on commitments.
• You are change agile and a learn-it-all: you adapt to ambiguity, pick up new tools and workflows quickly, and look for ways to improve care delivery.
Basic Qualifications
• 4+ years of experience in healthcare administration, care coordination, patient access, medical-office operations, or a related clinical or administrative healthcare setting.
• Working knowledge of health-plan and benefits navigation (including payer portals, provider networks, deductibles, copays, referrals, and prior authorization) and experience using EHR/EMR and scheduling systems.
• Strong documentation, communication, organization, and attention to detail; ability to work from a private, professional space with reliable internet in an eligible U.S. state.
Preferred Qualifications
• Associate’s or bachelor’s degree in healthcare administration or a related field.
• Medical fluency in Spanish, written and verbal.
• Experience in telehealth, digital health, or hybrid care delivery.
• Located in the Eastern or Pacific time zone, or able to cover shifts serving those time zones.
Flex Schedule and Location
This is a non-exempt Flex position - not a full-time, part-time, or PRN position. You must be able to commit to a variable schedule of 25–40 hours per week, based on member needs. Optional overtime may be offered. You’ll receive your schedule outlook at least one month in advance, with your schedule fully confirmed two weeks in advance.
You must be available for varying morning and evening shifts across time zones to support member coverage from 8 a.m. to 5 p.m. Pacific Time. Shifts are a minimum of four hours and a maximum of eight hours per day, except during scheduled overtime. Weekend coverage is not currently supported, but may be added in the future based on business needs and manager approval.
This is a remote role for candidates whose current and foreseeable future state of residence is in one of the following eligible locations:
• Alabama, Alaska, Arizona, Arkansas, Colorado, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois (excluding the Chicago area), Indiana (excluding the Chicago area), Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland (excluding the Washington, D.C. radius), Massachusetts (excluding the Boston radius), Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire (excluding the Boston radius), New Mexico, New York (excluding the New York City radius), North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island (excluding the Boston radius), South Carolina, South Dakota, Tennessee, Texas (excluding Houston), Utah, Vermont, Virginia (excluding the Washington, D.C. radius), Washington (excluding the Seattle radius), West Virginia, Wisconsin (excluding the Chicago radius), and Wyoming.
As a visible member of our care team, your name and photograph or likeness will appear in our product and associated marketing materials.
About Hinge Health
At Hinge Health, we’re using technology to scale and automate the delivery of healthcare, starting with musculoskeletal (MSK) conditions, which affect over 1.7 billion people worldwide. Our AI-powered, human-centered care model spans MSK, pelvic health, gastrointestinal (GI), and migraine care. With over 60 partnerships with health plans, PBMs, and other ecosystem partners, Hinge Health is available to over 25 million people across more than 2,900 employers. The company is headquartered in San Francisco, with additional offices in Montreal and Bangalore. Learn more at hingehealth.com.
What You’ll Love About Us
• Inclusive healthcare and benefits: Comprehensive medical, dental, and vision coverage, plus support for gender-affirming care, family and fertility planning, and travel reimbursement when healthcare isn’t available where you live.
• Planning for the future: Traditional or Roth 401(k) options with a 2% company match.
• Modern life stipends: Support for your learning and development.
• Grow with us: Discounted company stock through our ESPP, with easy payroll deductions.
Culture and Engagement
Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state, or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We provide reasonable accommodations for candidates with disabilities. If you need assistance or an accommodation due to a disability, let your recruiter know.
By submitting your application, you acknowledge that we use your personal data as outlined in our Personnel and Candidate Privacy Policy.
Beware of phishing attempts: Fraudsters may impersonate employees and send fake job offers to steal sensitive information. We’ll never ask for financial details during the hiring process and only use “@hingehealth.com” email addresses. If you receive a suspicious offer, stop communicating and report it to the U.S. FBI Internet Crime Complaint Center. To verify an email from our recruiting team, forward it to [email protected].
Beware of Phishing Attempts: We've noticed an increase in phishing where fraudsters impersonate employees and send fake job offers to steal sensitive information. We'll never ask for financial details during the hiring process and only use "@hingehealth.com" emails. If you receive a suspicious offer, stop communication and report it to the US FBI Internet Crime Complaint Center. To verify an email from our recruiting team, forward it to [email protected].
Helping members navigate healthcare starts with clear guidance and support at each step of their care journey. As a Senior Flex Care Coordinator on Hinge Health’s Clinical Operations team, you’ll be a trusted point of contact who helps members navigate specialist visits, imaging, physical therapy, surgery, procedures, and other in-person care. You’ll support HingeSelect, a first-of-its-kind integrated care program, and a broader range of member needs, connecting members, providers, and care teams as new partnerships, pathways, and product capabilities evolve.
This role is called “Flex” for a reason. You’ll bring adaptability, resilience, and a learn-it-all mindset to evolving workflows, tools, and member needs. You’ll embrace technology-enabled care delivery to identify provider options, coordinate referrals and keep digital and in-person care connected.
Please note that this position will support either Eastern or Pacific Time Zone scheduling. Based on team coverage needs, candidates must be available to work their assigned schedule regardless of their location
What You’ll Accomplish
• In your first 3 months, learn the care coordination workflows, tools, and partner processes, and build confidence supporting members through routine next steps.
• Provide timely, clear outreach to members and help them understand what to expect as they move from referral to completed services.
• Explain provider options, network status, benefits, expected costs, referrals, and prior authorization requirements so members can make informed decisions.
• Coordinate specialist evaluations, imaging, physical therapy, surgery, procedures, and other in-person care, following up to help keep care moving.
• In your first 6 months, manage a varied caseload with empathy, responsiveness, accurate documentation, and reliable follow-through.
• Partner with provider offices and Hinge Health care teams to coordinate appointments, clinical information, transitions, and follow-up to keep digital and in-person care connected.
• Identify and work through barriers to care, closing communication loops with members, providers, and internal partners.
• In your first year, share insights from member and provider interactions to help improve coordination and the care experience as HingeSelect and Hinge Health’s care model evolve.
Who You Are
• You put members first, building trust through empathy, clarity, and follow-through.
• You are resourceful and organized, and can navigate health-plan requirements, provider networks, referrals, authorizations, and care transitions.
• You communicate clearly and proactively, listen carefully, ask clarifying questions, and close loops with members and partners.
• You take accountability for a varied caseload, work accurately, protect member information, and follow through on commitments.
• You are change agile and a learn-it-all: you adapt to ambiguity, pick up new tools and workflows quickly, and look for ways to improve care delivery.
Basic Qualifications
• 4+ years of experience in healthcare administration, care coordination, patient access, medical-office operations, or a related clinical or administrative healthcare setting.
• Working knowledge of health-plan and benefits navigation (including payer portals, provider networks, deductibles, copays, referrals, and prior authorization) and experience using EHR/EMR and scheduling systems.
• Strong documentation, communication, organization, and attention to detail; ability to work from a private, professional space with reliable internet in an eligible U.S. state.
Preferred Qualifications
• Associate’s or bachelor’s degree in healthcare administration or a related field.
• Medical fluency in Spanish, written and verbal.
• Experience in telehealth, digital health, or hybrid care delivery.
• Located in the Eastern or Pacific time zone, or able to cover shifts serving those time zones.
Flex Schedule and Location
This is a non-exempt Flex position - not a full-time, part-time, or PRN position. You must be able to commit to a variable schedule of 25–40 hours per week, based on member needs. Optional overtime may be offered. You’ll receive your schedule outlook at least one month in advance, with your schedule fully confirmed two weeks in advance.
You must be available for varying morning and evening shifts across time zones to support member coverage from 8 a.m. to 5 p.m. Pacific Time. Shifts are a minimum of four hours and a maximum of eight hours per day, except during scheduled overtime. Weekend coverage is not currently supported, but may be added in the future based on business needs and manager approval.
This is a remote role for candidates whose current and foreseeable future state of residence is in one of the following eligible locations:
• Alabama, Alaska, Arizona, Arkansas, Colorado, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois (excluding the Chicago area), Indiana (excluding the Chicago area), Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland (excluding the Washington, D.C. radius), Massachusetts (excluding the Boston radius), Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire (excluding the Boston radius), New Mexico, New York (excluding the New York City radius), North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island (excluding the Boston radius), South Carolina, South Dakota, Tennessee, Texas (excluding Houston), Utah, Vermont, Virginia (excluding the Washington, D.C. radius), Washington (excluding the Seattle radius), West Virginia, Wisconsin (excluding the Chicago radius), and Wyoming.
As a visible member of our care team, your name and photograph or likeness will appear in our product and associated marketing materials.
About Hinge Health
At Hinge Health, we’re using technology to scale and automate the delivery of healthcare, starting with musculoskeletal (MSK) conditions, which affect over 1.7 billion people worldwide. Our AI-powered, human-centered care model spans MSK, pelvic health, gastrointestinal (GI), and migraine care. With over 60 partnerships with health plans, PBMs, and other ecosystem partners, Hinge Health is available to over 25 million people across more than 2,900 employers. The company is headquartered in San Francisco, with additional offices in Montreal and Bangalore. Learn more at hingehealth.com.
What You’ll Love About Us
• Inclusive healthcare and benefits: Comprehensive medical, dental, and vision coverage, plus support for gender-affirming care, family and fertility planning, and travel reimbursement when healthcare isn’t available where you live.
• Planning for the future: Traditional or Roth 401(k) options with a 2% company match.
• Modern life stipends: Support for your learning and development.
• Grow with us: Discounted company stock through our ESPP, with easy payroll deductions.
Culture and Engagement
Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state, or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We provide reasonable accommodations for candidates with disabilities. If you need assistance or an accommodation due to a disability, let your recruiter know.
By submitting your application, you acknowledge that we use your personal data as outlined in our Personnel and Candidate Privacy Policy.
Beware of phishing attempts: Fraudsters may impersonate employees and send fake job offers to steal sensitive information. We’ll never ask for financial details during the hiring process and only use “@hingehealth.com” email addresses. If you receive a suspicious offer, stop communicating and report it to the U.S. FBI Internet Crime Complaint Center. To verify an email from our recruiting team, forward it to [email protected].
Beware of Phishing Attempts: We've noticed an increase in phishing where fraudsters impersonate employees and send fake job offers to steal sensitive information. We'll never ask for financial details during the hiring process and only use "@hingehealth.com" emails. If you receive a suspicious offer, stop communication and report it to the US FBI Internet Crime Complaint Center. To verify an email from our recruiting team, forward it to [email protected].