Customer Success Coordinator

Position Overview

We’re looking for a Customer Success Coordinator to join our growing Customer Success team. You’ll be the day-to-day person medical practices call when they need a patient update, have a question about the referral process, or hit a snag. You’ll work closely with our Director of Customer Success, Regional Account Managers, Clinical Operations, and Patient Support to keep referring practices happy, fix problems fast, and grow referrals across our existing accounts.

The idea candidate is based in NY and loves building relationships and is a people person. This role is remote, working 8a-5p ET. You'll use your interpersonal skills to  understand how these practices work and work to build genuine build rapport with our clients; you’re able to easily communicate with anyone and check in often. You take pride in your accounts, you notice when something shifts, and you solution until it’s fixed.

Key Responsibilities

Referral partner relationships

• Serve as the primary inside point of contact for referring practices after handoff from Sales; be the go-to resource for patient status questions, referral process questions, and issue resolution.

• Build and maintain relationships with key contacts at each practice, including front desk staff, referral coordinators, medical assistants, practice managers, and providers.

• Carry out a regular, proactive contact cadence (phone, email, and virtual meetings) based on each account's priority and health.

• Coordinate with Clinical Operations and Patient Support so referring providers receive timely, professional updates on their referred patients, in line with HIPAA.

Referral growth and retention

• Monitor referral activity by account and recognize early when a practice's referrals slow or stop; reach out to understand why and help resolve the cause.

• Run reactivation outreach to inactive and declining referral sources.

• Support account plans for priority practices developed with the Director of Customer Success.

• Identify opportunities to expand within existing practices (additional providers, locations, or departments) and share them with the Director of Customer Success and Regional Account Managers.

Fair Trial and onboarding support

• Receive handoffs from Regional Account Managers and make the first Customer Success contact promptly.

• Stay actively engaged with new referral sources throughout the Fair Trial period; track status and next steps, and flag barriers to success early.

• Help new practices understand the referral workflow, forms, and patient education materials.

Issue resolution and internal coordination

• Act as the internal voice of the referring practice, logging and routing friction points (referral workflow issues, communication gaps, scheduling, DME, and patient experience concerns) to the right internal team or partner.

• Follow each issue through to resolution and close the loop with the practice.

CRM, data, and reporting

• Keep HubSpot accurate and current: contacts, activities, account health, Fair Trial status, and action plans.

• Help prepare referral activity and customer health reports for the Customer Success team and leadership.

• Contribute to Customer Success playbooks, templates, and standard operating procedures as the function scales.

• Perform additional duties as needed.

Qualifications & Experience

Required:

• High school diploma or equivalent.

• 3+ years of experience in customer support, account coordination, provider relations, or a similar client-facing role in healthcare.

• Working knowledge of how medical practices operate, including front-office workflows, referrals, and scheduling.

• Excellent phone presence and strong verbal and written communication skills.

• Highly organized, with the ability to manage many accounts and follow-ups at once without letting anything slip.

• Comfort with CRM systems and Google Workspace or Microsoft Office.

• Understanding of HIPAA and handling protected health information appropriately.

Preferred:

• Associate's or bachelor's degree.

• 5+ years of relevant experience.

• Customer support or account management experience at a home care, DME, or home medical equipment company, or within a physician practice.

• Familiarity with sleep medicine, CPAP, or respiratory care.

• HubSpot experience and exposure to EMR systems.

• Experience in a startup or fast-growing healthcare organization

What Success Looks Like

• First 30 days: Learn Ognomy's referral workflow, Customer Success processes, and systems (HubSpot and our reporting tools); take ownership of an assigned list of practices; introduce yourself to key contacts at priority accounts.

• First 90 days: A consistent contact cadence across all assigned practices; documented status and next steps in HubSpot for every practice in Fair Trial; action plans in place for inactive and declining accounts; practices know you by name and call you first.

• Ongoing: Measurable growth in referral volume from the existing referral base, improved Fair Trial-to-active conversion, strong account retention, fast response to practice requests, and accurate CRM data.

• Team contribution: Direct support of Ognomy's new patient growth goals, which drive the role's bonus.