Customer Care Coordinator

Requistion ID: 84211

Wellspect Healthcare is a leading global provider of innovative medical devices that help people suffering from urinary retention or chronic constipation. More than 1,000 employees around the world are dedicated to making a difference to people who need our products and services. Wellspect is one of the worlds' leading manufacturers of intermittent urinary catheters, with LoFric as the most known brand. As a help to those with chronic or severe constipation Wellspect has developed what likely is the world's most advanced irrigation system, Navina, combining a high degree of user convenience, clinical effectiveness and connectivity into one smart system. Wellspect strives to become climate neutral and leave the smallest possible environmental footprint.

The company, with headquarters in Mölndal, Sweden, is present in more than 30 countries, and part of Dentsply Sirona, the worlds´ largest manufacturer of professional dental technologies. The company's shares are listed in the United States on NASDAQ under the symbol XRAY. Visit www.wellspect.com and www.dentsplysirona.com for more information.

Wellspect offers a hybrid work environment. Employees in this role are required to work from the office four days per week at one of our locations in Braselton, GA, New Britain, CT, or Camarillo, CA.

Job Summary:

We are seeking a detail-oriented and highly motivated Wellspect Care Coordinator to support patients and healthcare professionals throughout the care journey. As part of the intake team, this role serves as the first point of contact for patients, setting the tone for a positive experience by gathering essential information, providing product education, and guiding them through the onboarding process. This position is essential in delivering a seamless experience by coordinating documentation, facilitating communication across teams, and ensuring patients receive timely and accurate support.

Additionally, this role supports our field sales team, along with daily contact with health care institutions and medical offices throughout the USA. The ideal candidate brings a strong sense of accountability, excellent communication skills, and a desire to grow within the medical device industry. This is an exciting opportunity for an early-career professional who is passionate about patient care, medical device sales and operations, and customer-centric problem solving within a global organization and highly regulated environment.

Responsibilities:

Product Education & Support

• Introduce and explain the features, benefits, and appropriate use of Wellspect's urology and bowel management product lines during initial patient interactions
• Maintain strong knowledge of product usage, care, and maintenance to confidently guide new patients

Patient Intake & Communication

• Serve as the first point of contact for patients, completing intake calls and collecting accurate demographic, clinical, and insurance information
• Conduct follow-up interactions via inbound and outbound calls to address questions and ensure a smooth onboarding experience
• Identify and resolve patient concerns early in the process to prevent delays in care

Documentation & Care Coordination

• Ensure all intake documentation is complete, accurate, and properly routed for processing
• Partner with internal support teams to track and resolve pending documentation
• Coordinate communication for document corrections with patients, field sales, and medical offices

Systems & Record Management

• Accurately document all patient and provider interactions in systems such as BrightTree and Salesforce
• Update account statuses, log detailed call notes, and provide clear next steps for downstream teams

Performance & Service Standards

• Meet required call volume targets for both inbound and outbound activity while maintaining quality standards
• Create a positive first impression by delivering professional, empathetic, and patient-focused service
• Achieve or exceed monthly performance goals established by Sales Operations

Compliance & Quality Assurance

• Adhere to all phone activity and compliance standards, including Medicare, HIPAA, and internal guidelines
• Follow after-call work (ACW) expectations and ensure all intake activities meet regulatory and quality requirements

Training and Knowledge Sharing

• Provides guidance and share best practices with internal teams.
• Supports onboarding and training of new team members as needed.

Cross-Functional Collaboration

• Partners with teams such as Marketing, Field Sales, Call Center Operations and Customer Service to best service patients, resolve problems effectively and drive continuous improvement.

Additional Duties

• Performs other responsibilities as assigned in support of team and departmental goals.

Education:

• High School diploma or equivalent required.
• Associates/Bachelor's degree in a scientific, technical, or healthcare-related discipline preferred.
• Medical Billing skills/education a plus

Experience:

• 3+ years of experience in a customer-facing or highly regulated role preferred.
• Experience working in a call center environment, medical device, medical office, or other healthcare environments is a strong plus.

Key Skills, Knowledge, and Capabilities:

• Proficient in English; strong written and verbal communication skills required.
• Multilingual abilities are highly desirable.
• Excellent organizational skills and a high degree of attention to detail are fundamental to success.
• Strong comfort level with computer-based tasks, including working across multiple systems or screens simultaneously.
• Proficiency in standard office software (e.g., Microsoft Office Suite); experience with Brighttree and Salesforce highly desirable
• Able to work both independently and collaboratively in a fast-paced, team-oriented environment.
• Occasional travel may be required (<5% annually).
• Ability to utilize or knowledge of call center telecommunications software (i.e. dialer systems)

The hourly rate for this role is between $25.00 - $28.00. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location.

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Equal Opportunity Employer: Dentsply Sirona is an Equal Opportunity Employer. All qualified applicants will be considered without unlawful discrimination or regard for race, color, religion, sex, sexual orientation, sexual or gender identity, national or ethnic origin, age, marital status, disability, genetic factors, military and veteran status, or any other characteristics protected by applicable local law.

Eligibility: All successful applicants must be eligible to work in the country the position is based.

Assistance: If you need assistance with completing the online application due to a disability, please send an accommodation request to accommodationrequest@dentsplysirona.com.

Agencies: Please note that Dentsply Sirona does not accept or respond to unsolicited requests or applications submitted by Recruitment Agencies/ Search Firms.

Notice on Fraudulent Job Offers: Unfortunately, we are aware of third parties that pretend to represent our company offering unauthorized employment opportunities. If you think a fraudulent source is offering you a job, please have a look at the following information: careers.dentsplysirona.com.