Provider Support Coordinator

About Sailor Health

Sailor Health is revolutionizing mental health care for older adults, addressing one of the fastest-growing and most underserved healthcare segments in America. With over 60 million seniors expected to make up nearly 25% of the population by 2030, we're entering a period of unprecedented demand for care. Yet, today, millions of older adults remain isolated, underserved, and struggling with mental health challenges such as anxiety, depression, and loneliness without adequate support.

At Sailor Health, we envision a world where every senior has seamless access to compassionate, effective, and personalized mental health care. Join us on our mission to redefine the golden years, enabling older adults across the nation to live happier, healthier, and more fulfilling lives.

About the Role

Location: Remote, Canada-based

Title: Provider Support Coordinator

We're hiring a full-time remote Provider Support Coordinator to serve as a dedicated support resource for our provider network at Sailor Health. You'll be a go-to contact for therapists and clinicians navigating the day-to-day realities of delivering care — fielding real-time calls and emails, troubleshooting tech issues, managing caseload support, and proactively building relationships to ensure our providers feel empowered and well-supported. The key to provider satisfaction is making sure they receive exceptional and prompt support, so this role has high impact for the practice.

Typical working hours are Monday-Friday 9am–6pm ET, with the occasional flexibility to work past 6pm ET when provider support requires it.

This is an ideal position for someone who thrives on relationship-building, quick problem-solving, and delivering exceptional service to clinical professionals — all in support of improving mental health outcomes for older adults. We're a startup, and our processes are still being built and refined as we grow — this role isn't for everyone, but if you love creating structure out of ambiguity, you'll thrive here.

What You'll Do

• Manage provider email support. Be the first point of contact for inbound emails covering provider support, caseload questions, tech troubleshooting, provider-patient matching, and payroll/benefits questions — resolving what's yours to solve and escalating anything outside your scope (like actually processing payroll) to your lead.

• Answer provider calls in real time. Be the first line of support for providers dealing with logistical, technical, or patient-related issues as they come up throughout the day.

• Track every open item through to resolution. Keep a running, up-to-date record of outstanding provider requests, holds, and follow-ups, and see each one through to completion — even if it takes a few days to close out.

• Proactively support your provider network. Reach out regularly to providers to check in, understand their needs, and identify ways Sailor Health can better support their work and caseloads.

• Deliver outstanding customer service to providers. Represent Sailor Health with warmth, professionalism, and a solutions-first mindset in every provider interaction — including with the occasional difficult one.

Who You Are

• Extremely organized, with airtight follow-through. You catch issues early and never leave something unresolved without a plan to close it out. Colleagues can trust that once something lands with you — in Slack, email, or a call — it's handled, without needing to be reminded.

• Proactive, and comfortable with ambiguity. You take initiative without being asked, and when instructions or processes are unclear, you find a path forward and build structure rather than waiting for direction.

• Sound judgment on urgency and ownership. You know when something is a drop-everything issue versus one that can wait a few hours, and you know what's yours to solve versus what you should escalate.

• Warm, empathetic communicator. You bring genuine warmth to every conversation — clear, kind, and easy to work with, even with a difficult provider on the other end.

Why Join Sailor Health

• Mission with impact. Help bring life-changing care to a population that's too often overlooked.

• Remote-first team. Enjoy the flexibility of remote work while staying closely connected with a thoughtful, collaborative team rooted in purpose.

• Growth and ownership. Be part of a small, agile team where you'll take initiative, shape key processes, and grow as we grow.

• Make someone's day — every day. Your work helps providers feel supported so they can deliver their best care to patients who need it.