Customer Service Coordinator, PCO

Dragonfly Health is a healthcare services company supporting patient care operations and client service delivery. The Customer Service Coordinator, PCO monitors and resolves customer cases, researches quality issues, maintains Salesforce records, and coordinates escalations across internal teams. The role also handles client communications and ensures accurate documentation and timely issue resolution.

Responsibilities:

• Collaborate and maintain strong relationships with Account Management and other leaders across the organization to support a highly responsive client issue resolution model
• Monitor assigned case queues to ensure that cases submitted by Account Management, Patient Care Operations, or customers are properly addressed within Customer Service or routed to the appropriate department for timely follow‑up and resolution
• Review and update open cases in Salesforce to ensure they are thoroughly researched, and that resolutions are communicated in alignment with service delivery goals
• Research reported quality issues to identify root causes and determine appropriate corrective or preventive actions, leveraging advanced knowledge of PCO workflows and internal systems such as Infinity, E3 Mobile, E3 Connect, Verint, and DocuWare
• Ensure the accuracy of all documentation and reports submitted to customers and leadership teams
• Communicate status updates on outstanding issues that exceed turnaround time goals to all necessary parties and escalate them for immediate follow‑
• Escalate any issues, concerns, or observations that may impact the customer relationship to Patient Care Operations leadership
• Monitor incoming client requests received via email or telephone and provide appropriate resolutions while maintaining an exceptional level of communication through both electronic and verbal channels
• Perform other duties as assigned

Requirements:

• High School Diploma or equivalent required
• Demonstrates exceptional attention to detail and a high level of accuracy in all work performed
• Effectively prioritizes and manages multiple tasks in a dynamic, fast‑paced team environment
• Strong interpersonal, verbal, and written communication skills
• Ability to problem‑solve, escalate when necessary, and meet established deadlines
• Proactively identifies issues, drives problem resolution, and takes full ownership of results
• Effectively engages stakeholders on behalf of clients and leads efforts to achieve strong performance results
• Demonstrates strong self‑motivation and the ability to work independently with minimal guidance while meeting established deadlines
• Exhibits strong customer service skills while maintaining a polished, professional demeanor
• Intermediate level of proficiency in Microsoft Excel, Outlook and Word
• Candidates must be able to comply with all applicable privacy, security, and safety policies
• CPhT preferred
• 1+ years' customer service experience preferred
• Salesforce experience preferred
• Working knowledge of Enclara Pharmacia systems preferred