Patient Experience Associate

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

📋 Description

• Take charge of your queue: Address inquiries from patients, caregivers, and providers via phone, SMS, email, and chat, ensuring accurate and attentive management of your queue.

• Assist patients in navigating the process: Clearly communicate order status, insurance requirements, documentation needs, and next steps in straightforward language.

• Resolve issues thoroughly: Take ownership of patient concerns and ensure resolution by coordinating with internal teams as necessary.

• Manage inbound and outbound calls: Provide support to patients and caregivers during stressful or time-sensitive situations with professionalism and empathy.

• Identify operational inefficiencies: Highlight recurring patient inquiries and workflow gaps to assist the team in enhancing processes over time.

• Ensure accurate documentation: Keep clear and organized records so that information is easily traceable and nothing is overlooked.

• Escalate issues thoughtfully: Identify when additional support is required and ensure that transitions are clear and smooth.

• Utilize AI-powered tools: Leverage AI-assisted support workflows, smart response suggestions, and automation to enhance efficiency and consistency, while providing feedback.

• Adapt as we grow: Quickly learn new workflows, tools, and processes as the business evolves.

⛳️ Requirements

• At least 1 year of experience in customer support, patient services, healthcare operations, or a similar client-facing role.

• Comfortable managing high-volume support interactions across multiple channels at the same time.

• Excellent written and verbal communication skills.

• Ability to multitask across systems while ensuring accuracy and attention to detail.

• Proficient in navigating multiple platforms concurrently; experience with support tools such as Intercom, Zendesk, Aircall, or AI-assisted ticketing systems is advantageous.

• Familiarity with healthcare, DME, insurance, or Medicaid/Medicare is beneficial but not mandatory — we will provide the necessary training.

• Availability to work scheduled shifts aligned with Eastern Time business hours, with occasional flexibility for coverage as the team expands.

🏝️ Benefits

• Competitive salary with equity options.

• Flexible working environment (option to work from the NYC office).

• Unlimited PTO plus 9 company holidays.

• Direct mentorship and growth opportunities with senior leadership.