Care Coordinator

Description

Summary: As a Care Coordinator, you will enthusiastically guide users through Sword's app, provide technical support, document patient data, and serve as a professional point of contact for doctors and health insurance companies. Highlights: 1. Support users with back pain via phone, email, or chat, easing anxieties. 2. Guide users through digital therapy, ensuring smooth app usage. 3. Communicate confidently with doctors and health insurance companies. At Sword, we’re building AI to heal billions and unlock humanity’s full potential. In doing so, we’re pioneering AI Care, a fundamentally new approach to healthcare built for medical reasoning, safety, and real\-time treatment, not generic technology applied after the fact. As both a clinical\-centric frontier AI lab and an applied AI platform, Sword is reimagining how care is delivered at scale, removing traditional barriers like appointments, waiting rooms, and stigma so more people can access the care they need \- and ultimately get back to lives lived in full. Since 2020, Sword has expanded across Musculoskeletal, Women’s Health, Cardiometabolic, and Mental Health, and is now moving beyond the session to a fully AI\-native, 24/7 care program that brings physical activity, therapeutic exercise, psychotherapy, nutrition, and behavior change into one connected experience. More than 1 million members across three continents have completed over 15 million AI sessions, helping 2,000\+ enterprise clients avoid more than $1 billion in unnecessary healthcare costs. Backed by 59 clinical studies, 43 patents, and more than $500 million raised from leading investors including Khosla Ventures, General Catalyst, and Founders Fund, Sword is defining a new standard for healthcare. **Role** As a Care Coordinator reporting to our Care Coordination Lead, you will work in a dynamic role that is at the very heart of our service: you will support our users with back pain daily via phone, email, or chat, ease their anxieties, and enthusiastically guide them through using our app. In addition to providing technical app support, you will be responsible for the diligent, error\-free documentation of patient data and regularly share key insights with the team. At the same time, you will act as a professional point of contact for doctors and health insurance companies to efficiently resolve administrative questions and cost coverages. ### **What you'll be doing** * **You are passionate** about digital innovations in the medical field and want to be part of the movement making patient care more modern and accessible; * **You will directly contact** new users suffering from back pain and empathetically guide them from the very first step of their digital therapy; * **You will securely guide** users through the app's features and ensure they can use the digital therapy smoothly; * **With a strong service mindset**, you will stand by patients day after day, explaining the next steps of their treatment and addressing their fears or concerns; * **Thanks to your tech\-affinity**, you can resolve technical issues directly yourself or forward them to our development team in a structured manner; * **You will communicate confidently** with doctors and health insurance companies to independently clarify billing topics and organizational matters; * **You work in a highly structured manner** and seamlessly and conscientiously document all user interactions; * **You will create regular reports** and share key insights as well as updates with the rest of the team; * **You are eager** to get involved in various projects and work closely with other teams; * **You keep a cool head** and always maintain your professionalism, even in eventful or stressful situations; * **You are interested** in new developments in the healthcare market and love to stay up\-to\-date. ### **What you need to have** * **Apprenticeship** or a **degree in the healthcare sector** (e.g., physiotherapy, healthcare management, medical assistants, etc.); * At least **2 years of professional experience** in customer service; * Availability to work **full\-time**; * Excellent communication and interpersonal skills; * Strong analytical and problem\-solving skills; * Ability to work both independently and as part of a team; * Good understanding of technology and the ability to learn the benefits of a digital therapy; * Experience with ticketing software for documenting and tracking user activity (e.g., Zammad or HubSpot); * Excellent written and spoken German skills (**C2** level); * Advanced English skills (**B2/C1** level). **The following qualifications are not required but will be considered an advantage:** * Experience in customer service for Digital Health Applications (DiGAs); * Experience with Zammad, Atlassian (Jira, Confluence, etc.), Slack, and Google Workspace; * Further training/certification in medical product consulting (*medizinische Produktberatung*). * This range includes base, variable and equity These compensation bands are just the starting point. Once someone joins and proves they’re outlier talent, we adjust quickly to ensure their compensation aligns with their impact. Our job titles may span more than one career level. Actual pay is determined by skills, qualifications, experience, location, market demand, and other factors. Compensation details listed in this posting reflect the base salary and any potential variable, bonus or sales incentives, and the Company’s estimation of the value of private company stock options, if applicable. The pay range is subject to change, future value of company stock options is not guaranteed, and compensation may be modified in the future. In addition to our total compensation, Sword offers a number of benefits as listed below. **Portugal \- Sword Benefits \& Perks:** * Health, dental and vision insurance * Meal allowance * Equity shares * Remote work allowance * Flexible working hours * Work from home * Discretionary vacation * Snacks and beverages **Note:** Please note that this position does not offer relocation assistance. Candidates must possess a valid EU visa and be based in Portugal. Sword Health complies with applicable Federal and State civil rights laws and does not discriminate on the basis of Age, Ancestry, Color, Citizenship, Gender, Gender expression, Gender identity, Gender information, Marital status, Medical condition, National origin, Physical or mental disability, Pregnancy, Race, Religion, Caste, Sexual orientation, and Veteran status. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.