Hybrid Customer Care Coordinator

Location: Kansas City, MO / Hybrid (Remote & Onsite)
Department: Patient Services, Vital Tears
Job Type: Full-Time | Hybrid Work Schedule Monday-Friday 10:30am-7:00pm CST

Are you looking for a hybrid role where you can make a meaningful impact while enjoying work-life balance? We're seeking a Hybrid Customer Care Coordinator to join our mission-driven team supporting patients and healthcare partners nationwide.

If you are ready to grow in a supportive, healthcare-focused environment, this hybrid opportunity offers the best of both worlds - teamwork, purpose, and flexibility. This is an entry-level position, perfect for individuals with experience in customer service, retail, or front desk environments - your people skills and problem-solving abilities can easily transfer to this role!

• Serve as a key connection point for patients, physicians, and partner facilities - handling questions, updates, and issues professionally and compassionately.

• Manage order details, shipments, and account data across multiple systems while maintaining accuracy.

• Support patients every step of the way, ensuring a smooth experience from first call to final follow-up.

• Process payments, monitor accounts, and communicate with patients regarding billing or order updates.

• Collaborate daily with internal teams (Finance, Quality, Business Development, Lab) to ensure all steps are completed efficiently.

• Participate in a hybrid workflow, alternating between remote and in-office collaboration to maximize efficiency and connection.

• Handle a mix of inbound and outbound calls to schedule, resolve, and follow up with patients and partners.

• Proactively identify process improvements and contribute to a culture of service excellence.

• At least 1 year of experience in customer service, retail, hospitality, front desk or call center environments.

• Excellent communication and problem-solving skills - you know how to de-escalate situations and create positive experiences.

• Strong computer literacy; comfortable using multiple screens, databases, and Microsoft Office tools.

• Great organizational and time management skills with attention to detail.

• Ability to thrive in a hybrid setting, managing independent work and in-person collaboration seamlessly.

• Reliability, professionalism, and a positive attitude when supporting patients and partners.

• Flexibility to work rotating weekends or evenings when needed.

At Vital Tears, we're proud to offer a hybrid environment that values teamwork, flexibility, and purpose. You'll be part of a compassionate, fast-growing team that supports patients nationwide - and you'll do it while balancing remote work and meaningful in-office collaboration.

We take care of our people the way we take care of our patients - with commitment and care.

• We cover health, dental, and vision insurance for all full-time employees.

• Enjoy an amazing benefits package designed to support your well-being and work-life balance.

• Be part of a positive, team-oriented culture where collaboration and kindness matter.

• Participate in fun team activities and company events that keep our workplace connected and engaging - even in a hybrid setting.

If you enjoy problem-solving, helping others, and contributing to a greater mission, apply today to join our hybrid healthcare support team!