Concierge Specialist – Patient Support Coordinator

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Respond to phone calls and address patient inquiries via email, chat, and social media.

• Act as an informed source for inquiries regarding care, medications, and accounts.

• Handle patient support tickets from start to finish in line with established procedures.

• Collaborate with the Prior Authorization, Admin, and clinical teams to resolve patient issues that span multiple functions.

• Proactively engage with patients at critical points in their journey to enhance retention and satisfaction.

• Identify patients who may be at risk or dissatisfied and escalate their concerns as needed.

• Advocate for a welcoming and compassionate patient experience.

• Collect and communicate patient feedback to refine programs and processes.

• Contribute to the creation of documentation and training resources for maintaining high-quality patient support.

⛳️ Requirements

• Prior experience in a patient-facing or customer support role, ideally within a healthcare or telehealth setting.

• Preference for registered nurses or healthcare professionals who possess a solid understanding of patient care.

• Exceptionally warm and empathetic communication style, coupled with strong active listening skills.

• Capable of managing a substantial volume of incoming inquiries across various channels.

• Technologically adept; training on Zoom Phone, CRM platforms, and EHR will be provided.

• Friendly and approachable demeanor with outstanding customer service skills.

• Quick to learn and able to understand the intricacies of the business.

• Knowledgeable about HIPAA, PHI, and patient privacy; training will be provided.

• Excellent command of English, both written and spoken.

• Strong communication skills and an ability to engage with patients empathetically.

• Solid organizational and problem-solving capabilities.

• A great team player.

• Passionate about health and wellness and committed to Shapely's mission.

• Availability to work in the Los Angeles time zone.

• Full-time commitment of 40 hours per week, including rotating weekend availability.

🏝️ Benefits

• Fully remote work environment.

• Opportunities for career advancement.

• A supportive team culture.