Customer Support Coordinator

About TimelyCare

TimelyCare is a virtual care organization focused on serving education communities with clinically responsible support. The platform is used by nearly 500 campuses throughout the United States and is grounded in URAC-accredited clinical standards, measurement-based care, and a partnership-oriented approach that helps institutions improve well-being with accountability and practical outcomes. Its services include crisis support, mental health counseling, immediate emotional support, medical and psychiatric care, health coaching, success coaching, basic needs support, faculty and staff guidance, peer support, and self-guided wellness tools. The organization reports measurable improvements in depression and anxiety and works to create healthier learning environments.

Role Overview

TimelyCare is seeking a motivated Customer Support Coordinator to operate in a cross-functional setting alongside customer support, provider support, care coordination, case management, basic needs, and crisis support teams. This role is the first contact for college patients, providers, school counseling and health centers, and business partners who need help using virtual and in-person care services. The goal is to deliver excellent service while connecting members to care within service level expectations. The ideal candidate is proactive, adaptable, calm under pressure, and able to learn quickly while solving problems effectively. Experience in customer support, technical support, case management, care coordination, or crisis-related work is especially relevant.

Work Schedule

Current shift coverage is from 11:00 a.m. to 7:30 p.m. CST, Saturday through Wednesday. The role may require schedule adjustments based on call-volume trends, including temporary overtime during peak periods. Any change in working hours would be communicated in advance and would not affect benefit eligibility.

Work Location and Compliance

This position is remote, while TimelyCare’s main location is in Fort Worth, Texas. Remote work requires the employee to maintain a reliable internet connection that meets approved speed standards, a secure and private workspace, and a setting free from distractions. Completion of the training program is also required. The role must follow HIPAA and other applicable government compliance requirements.

Key Responsibilities

The coordinator will handle patient, provider, and partner inquiries with professionalism and speed, helping resolve issues and route members to the correct care pathway and resources by phone, SMS, or email. The role also supports care coordination, case management, basic needs, and crisis teams with intakes, follow-ups, social network monitoring, and urgent situations. In addition, the position involves maintaining reports and referral resources across business lines, completing records requests and service verifications, and serving as the main point of contact for TimelyCare virtual care operations.

The job also requires building strong knowledge of the company’s products, services, and workflows so patients and providers receive informed support. The coordinator acts as a resource for internal teams, uses critical thinking and strong communication to deliver empathetic solutions, and helps with both virtual care coordination and provider technical or scheduling needs. The role includes maintaining awareness of waiting patients, managing provider alerts, sharing feedback to improve products and processes, following operational and regulatory procedures, troubleshooting systems, and providing technical guidance related to the platform. Calls may be recorded for training, development, advertising, and marketing purposes. Additional tasks and projects may be assigned as business needs evolve.

Candidate Profile

The preferred candidate can work rotating shifts from Monday through Sunday, including weekends and holidays, and has prior experience in customer support, care coordination, or crisis services in a remote environment. A bachelor’s degree from an accredited college or university is preferred. The role calls for a service-oriented mindset, strong independent problem-solving ability, dependable high-speed internet, the ability to stay focused throughout the full shift, familiarity with tools such as Zendesk and Dialpad, and comfort using Microsoft Office, Google Suite, Zoom, Slack, and electronic health record systems. Experience with virtual care platforms is helpful, along with excellent verbal and written communication skills; bilingual ability is a plus but not required.

Success in this role also depends on thriving in a fast-moving, collaborative environment, handling ambiguity well, adapting quickly to shifting priorities and member needs, managing time effectively, and maintaining a strong sense of accountability to teammates and business partners.

Pay and Benefits

The base hourly pay for this role is $19.25. There is also a discretionary quarterly bonus opportunity, with details to be covered during the interview process.

Benefits include paid company holidays, no work on your birthday, flexible PTO, volunteer time off, company-sponsored medical, dental, and vision insurance, pet insurance, company-paid group life insurance, company-paid short-term disability, concierge benefit support services, a 401(k) with employer match, free access to TimelyCare virtual medical and mental health support, and a mission-driven culture with a supportive team environment.

Equal Opportunity and Hiring Process Note

TimelyCare provides equal employment opportunities and does not discriminate or harass based on protected characteristics under applicable federal, state, or local law. The company also notes that artificial intelligence tools may assist parts of the hiring process, such as application review, resume analysis, or response assessment, but final decisions are made by people. Candidates may request more information about how their data is processed.