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
As a Care Coordinator reporting to our Care Coordination Lead, you will work in a dynamic role that is at the very heart of our service: you will support our users with back pain daily via phone, email, or chat, ease their anxieties, and enthusiastically guide them through using our app. In addition to providing technical app support, you will be responsible for the diligent, error-free documentation of patient data and regularly share key insights with the team. At the same time, you will act as a professional point of contact for doctors and health insurance companies to efficiently resolve administrative questions and cost coverages.
AI Proficiency at Sword HealthAI 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
You are passionate about digital innovations in the medical field and want to be part of the movement making patient care more modern and accessible;
You will directly contact new users suffering from back pain and empathetically guide them from the very first step of their digital therapy;
You will securely guide users through the app's features and ensure they can use the digital therapy smoothly;
With a strong service mindset, you will stand by patients day after day, explaining the next steps of their treatment and addressing their fears or concerns;
Thanks to your tech-affinity, you can resolve technical issues directly yourself or forward them to our development team in a structured manner;
You will communicate confidently with doctors and health insurance companies to independently clarify billing topics and organizational matters;
You work in a highly structured manner and seamlessly and conscientiously document all user interactions;
You will create regular reports and share key insights as well as updates with the rest of the team;
You are eager to get involved in various projects and work closely with other teams;
You keep a cool head and always maintain your professionalism, even in eventful or stressful situations;
You are interested in new developments in the healthcare market and love to stay up-to-date.
What you need to have
Apprenticeship or a degree in the healthcare sector (e.g., physiotherapy, healthcare management, medical assistants, etc.);
At least 2 years of professional experience in customer service;
Availability to work full-time;
Excellent communication and interpersonal skills;
Strong analytical and problem-solving skills;
Ability to work both independently and as part of a team;
Good understanding of technology and the ability to learn the benefits of a digital therapy;
Experience with ticketing software for documenting and tracking user activity (e.g., Zammad or HubSpot);
Excellent written and spoken German skills (C2 level);
Advanced English skills (B2/C1 level).
The following qualifications are not required but will be considered an advantage:
Experience in customer service for Digital Health Applications (DiGAs);
Experience with Zammad, Atlassian (Jira, Confluence, etc.), Slack, and Google Workspace;
Further training/certification in medical product consulting (medizinische Produktberatung).
These compensation bands are just the starting point. Once someone joins and proves they’re outlier talent, we adjust quickly to ensure their compensation aligns with their impact.
Our job titles may span more than one career level. Actual pay is determined by skills, qualifications, experience, location, market demand, and other factors. Compensation details listed in this posting reflect the base salary and any potential variable, bonus or sales incentives, and the Company’s estimation of the value of private company stock options, if applicable. The pay range is subject to change, future value of company stock options is not guaranteed, and compensation may be modified in the future. In addition to our total compensation, Sword offers a number of benefits as listed below. Portugal - Sword Benefits & Perks: • Health, dental and vision insurance • Meal allowance • Equity shares • Remote work allowance • Flexible working hours • Work from home • Discretionary vacation • Snacks and beverages Note: Please note that this position does not offer relocation assistance. Candidates must possess a valid EU visa and be based in Portugal. Sword Health complies with applicable Federal and State civil rights laws and does not discriminate on the basis of Age, Ancestry, Color, Citizenship, Gender, Gender expression, Gender identity, Gender information, Marital status, Medical condition, National origin, Physical or mental disability, Pregnancy, Race, Religion, Caste, Sexual orientation, and Veteran status.