Care Coordinator

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

Sword Health is a pioneering digital healthcare company working to relieve the millions of people suffering from musculoskeletal pain. Our groundbreaking solution pairs licensed physical therapists with an artificial intelligence powered digital therapist to help people overcome chronic and post-surgical pain faster and more cost-effectively than anything out there.

To get to know more about our Tech Stack, check here.

AI Proficiency at Sword Health AI fluency is a core expectation at Sword Health. Every candidate is assessed against our three-level framework — be ready to share real examples of how AI is already part of how you work.

- Explorer (Level 1) — Uses AI daily to boost personal productivity

- Builder (Level 2) — Creates workflows and tools that elevate the whole team

- Integrator (Level 3) — Embeds AI into products and processes at scale

Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role.

What you’ll be doing

- The successful candidate will possess excellent communication and customer service skills, be highly organized, and have the ability to multi-task. A background in healthcare or customer service is preferred.

- Provide exceptional member support across sms, email, and phone, delivering compassionate, solution-focused care that ensures every member feels heard and supported, contributing to our mission of delivering high- quality AI Care to our members.

- Work closely alongside our clinical teams to coordinate continuous care, ensuring member inquiries and progress are seamlessly managed between clinical guidance and operational support.

- Utilize internal dashboards, AI tools, and workflows to answer member questions accurately, troubleshoot technology/device issues, and resolve member challenges efficiently.

- Establish human connections with members, and provide personalized support across their participation in Sword's AI Care programs.

What you need to have

- Bachelor’s degree OR 2+ years of relevant experience in a customer service-based environment.

- 1+ years of experience in Customer Service, Technical Support, Call Center, or Health Tech Company.

- Basic proficiency with AI applications and tools.

- Familiarity with incorporating AI tools into daily workflows.

- Proficiency in Google Workspace (Docs, Sheets, Slides).

- Ability to multitask efficiently, including listening, talking, and typing simultaneously in a fast-paced setting.

- Exceptional written and verbal communication skills, with a proven ability to engage effectively with stakeholders at all organizational levels.

- Empathetic, critical thinker capable of thriving under pressure and navigating complex customer scenarios.

- High level of personal accountability, resourcefulness, and a strong commitment to delivering high-quality work.