Patient Care Operations Associate

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

📋 Description

• Oversee designated non-clinical patient-related operational queues.

• Monitor administrative requests until completion or appropriate transition.

• Keep precise records of workflow status, task ownership, and pending actions.

• Detect incomplete, delayed, or obstructed operational tasks.

• Adhere to established protocols for reviewing administrative exceptions.

• Collaborate with internal teams and authorized partners to address operational challenges.

• Organize documentation related to assigned requests and follow-ups.

• Assist in ensuring operational tasks have definitive ownership.

• Facilitate administrative coordination across approved patient-facing workflows.

• Identify and track recurring workflow delays and operational bottlenecks.

• Elevate unresolved administrative concerns to the appropriate teams.

• Coordinate with customer support, merchant success, technical support, engineering, clinical, and pharmacy contacts as necessary.

• Clearly document operational issues for further investigation and follow-up.

• Track technical escalations while maintaining accurate status records.

• Refer clinical matters to authorized healthcare professionals and pharmacy-related issues to authorized pharmacy contacts.

• Refrain from providing medical advice or making clinical determinations.

• Comply with established privacy, security, information-handling, identity verification, and access control protocols.

• Report any suspected privacy or security issues.

• Maintain operational trackers, spreadsheets, and task management systems.

• Contribute to the development of internal procedures, checklists, knowledge resources, and workflow documentation.

• Identify opportunities to enhance administrative handoffs and ensure workflow consistency.

• Assist in summarizing outstanding issues and recurring operational challenges.

• Participate in training sessions on platform updates and operational procedures.

• Manage multiple assigned tasks accurately and efficiently.

• Communicate proactively regarding any delays or blocks in requests.

• Take responsibility for assigned operational duties and follow through consistently.

⛳️ Requirements

• Minimum of 2 years of experience in operations, patient services, healthcare administration, customer support operations, or a similar role.

• Experience in coordinating administrative tasks or managing operational workflows.

• Ability to track requests, deadlines, ownership, and follow-up obligations.

• Exceptional organizational skills and attention to detail.

• Proficient in maintaining accurate records, trackers, or task management systems.

• Comfortable using spreadsheets, web-based software, and internal operational tools.

• Capable of identifying incomplete tasks, missing information, and process impediments.

• Experience adhering to documented procedures and escalation protocols.

• Strong written and verbal communication skills.

• Ability to coordinate effectively with various teams or stakeholders.

• Experience in documenting operational issues and outlining next steps.

• Strong problem-solving abilities and a willingness to investigate process challenges.

• Ability to manage multiple requests while maintaining accuracy.

• Ability to recognize when a request needs specialized assistance.

• Willing to adhere to strict boundaries regarding clinical and medical information.

• Understanding of the significance of privacy and secure information management.

• Ability to follow identity verification and access control procedures.

• Experience with ticketing systems, shared inboxes, task management tools, or similar platforms.

• Ability to work independently while collaborating with a remote team.

• Strong accountability for assigned tasks and operational follow-through.

• Ability to learn new software workflows and adapt to process changes.

• Capability to communicate clearly with both technical and non-technical colleagues.

• Comfortable working with detailed operational procedures and documentation.

• Availability to collaborate during required U.S. Eastern Time working hours.

• Strong dedication to accuracy, consistency, and operational efficiency.

• Nice to have: Experience in patient operations or healthcare administrative coordination.

• Nice to have: Experience with telehealth or digital health platforms.

• Nice to have: Experience supporting non-clinical patient-facing workflows.

• Nice to have: Familiarity with patient intake and online questionnaire processes.

• Nice to have: Experience tracking operational queues or exception workflows.

• Nice to have: Experience coordinating administrative tasks between multiple departments.

• Nice to have: Familiarity with Zendesk, Intercom, Freshdesk, ClickUp, Asana, or similar platforms.

• Nice to have: Experience maintaining operational spreadsheets and status dashboards.

• Nice to have: Experience preparing workflow reports or operational summaries.

• Nice to have: Experience documenting standard operating procedures.

• Nice to have: Experience identifying recurring operational challenges and suggesting improvements.

• Nice to have: Experience coordinating with healthcare providers in an administrative capacity.

• Nice to have: Experience coordinating with pharmacy operations teams without engaging in regulated pharmacy activities.

• Nice to have: Familiarity with healthcare privacy and security practices.

• Nice to have: Experience adhering to identity verification and access control protocols.

• Nice to have: Experience supporting SaaS platforms or web-based applications.

• Nice to have: Familiarity with e-commerce storefront, checkout, and payment workflows.

• Nice to have: Experience working with technical support or engineering teams.

• Nice to have: Experience enhancing cross-functional handoffs and internal communication.

• Nice to have: Experience in a remote, distributed operations team.

• Nice to have: Experience assisting entrepreneurs or direct-to-consumer businesses.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work options.

• Opportunities for professional development and growth.

• Supportive and collaborative team environment.