Integrated Support Coordinator

This a Philippine-based position;

NOT a US based position and the pay rate is not in US currency.

ABOUT ENTERPRISE MANAGEMENT:

Enterprise Management is a full-spectrum consulting and management firm specializing in back-office operations, financial infrastructure, and executive oversight for health and human services organizations. We provide strategic support to affiliated companies through contractual partnerships, optimizing operations and maintaining compliance across multiple industries including behavioral health, primary care, real estate, supportive housing, and food service.

Our goal is to relieve mission-driven companies of administrative burden by overseeing financial and operational systems that allow leadership teams to focus on quality care and innovation.

DISCLOSURES:

The specific statements shown in each section of this job description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. The job’s responsibilities/tasks may be modified and/or expanded over time. Company will inform the personnel member when changes in the respective job description are made.

COMPANY WEBSITE:
https://enterprisemanagement.org/

COMPANY PHONE NUMBER: (667) 309-5345

HUMAN RESOURCES PHONE NUMBER: (667) 309-5345 ext 10

POSITION TITLE: Integrated Support Coordinator

ALTERNATE TITLE(S):
Communications Workflow Coordinator, Client Response Coordinator, Support Routing Specialist, Messaging & Escalations Coordinator

COMPANY: Enterprise Management Solutions, Inc. (in support of all customer companies under contract)

DIVISION:

DEPARTMENT:

UNIT: n/a

BENEFITS PACKAGE: Ineligible.

WORK SCHEDULE: Monday – Friday, 8:00 AM EST – 5:00 PM EST, (1-hour lunch break from 12:00 PM – 1:00 PM EST)

ACCOUNTABLE TO: Chief Executive Officer (CEO)

ACCOUNTABLE FOR: Ensuring timely, accurate, and professional coordination of cross-functional communications, platform updates, and operational support to maintain seamless service delivery across the organization.

CLASSIFICATION: W8BEN; contractual 40 hours per week paid hourly

COMPENSATION RANGE: (To be discussed) (this is not USD), commensurate with experience and qualifications

ANTICIPATED TRAVEL: none

SUMMARY OF POSITION RESPONSIBILITIES:

The Integrated Support Coordinator serves as a central communications and operations support specialist within Enterprise Management’s multi-entity business network. This role is designed for a reliable and highly organized contractor who can route, track, and escalate time-sensitive inquiries; maintain customer-facing content across multiple platforms; support internal productivity tools; and serve as a backup to the credit services team. The position requires precision, accountability, and professionalism in a fully remote setting.

Why “Integrated Support Coordinator”?
This title reflects the multi-departmental scope, direct communications oversight, and coordinating responsibilities of the role. "Integrated" captures the cross-functional nature of the work, while "Support Coordinator" emphasizes ownership of task routing, tracking, and ensuring resolution — all critical for maintaining operational responsiveness and client satisfaction.

Key Responsibilities

  1. Answering Service Oversight & Communication Routing

Monitor all messages and chat transcripts from the live answering service (e.g., AnswerConnect).

Route each message to the correct contact using RingCentral-assigned company phone numbers and/or company email addresses.

Track each inquiry to ensure timely resolution by the assigned staff.

Report non-responsive staff and their supervisor to Human Resources for disciplinary review.

Maintain a communication log of all inquiries and their status for auditing and accountability.

  2. Call & Chat Script Management

Update and manage live answering service instructions to reflect current staffing, routing protocols, and procedures across the organization.

Ensure real-time updates are made during staff absences, emergencies, or structural changes.

Keep historical versions of all call and chat instructions.

  3. Food Service Menu Coordination

Coordinate daily with the kitchen team to confirm meals being served for the following day.

Update menus on:

DoorDash

SmartOrder

Clover

Ensure pricing, availability, and item descriptions are accurate across all platforms before daily service begins.

  4. Credit Services Support & Consultations

Assist with credit analysis tasks, including:

Reviewing and summarizing client credit reports

Updating client records in CRM systems

Preparing and tracking dispute letters and documentation

Conduct initial credit consultations with new and returning clients, explaining services, collecting documentation, and setting expectations.

Protect client data in compliance with privacy and financial protection standards.

  5. Software Oversight & Time-Tracking Support

Help manage and monitor employee time and productivity tools such as Timedoc, Hubstaff, and similar activity-tracking platforms.

Assist with user access, basic troubleshooting, and reporting.

Coordinate with HR to ensure time-tracking compliance.

Qualifications

Associate Degree or higher required; relevant certifications or additional technical training preferred

Based in the Philippines, with eligibility to work under a W-8BEN contract

Minimum 2 years of experience in administrative, customer service, or operations support roles

Proficient in professional written and spoken English

Experience using:

VoIP systems like RingCentral

CRM platforms and cloud-based communications tools

Menu/delivery platforms like Clover, DoorDash, or SmartOrder

Time-tracking and activity-monitoring tools

Key Competencies

Responsibility & Follow-Up: Owns tasks from start to resolution

Clear Communication: Interacts with team members and clients in a professional and timely manner

Cross-Platform Fluency: Comfortable navigating multiple software systems daily

Confidentiality: Exercises discretion when handling sensitive financial or personal information

Escalation Protocols: Understands how and when to elevate unresolved matters to HR