Patient Experience Specialist II

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

📋 Description

• Oversee and actively participate in Slack channels utilized by internal support teams to address patient-related issues in real-time.

• Investigate and resolve service-related inquiries via phone or Zoho tickets.

• Accurately track cases and collaborate with internal stakeholders to ensure effective resolutions.

• Respond to reviews on Trustpilot, Google Reviews, and other similar public platforms.

• Conduct outbound calls and send emails for escalated cases, updates on statuses, and unresolved issues.

• Maintain HIPAA compliance while managing patient-related concerns.

• Handle inbound calls that have been escalated from inbound phone agents.

• Work together with both clinical and non-clinical personnel, including CMAs, RNs, and inbound support, to establish context and cohesive resolution strategies.

• Perform additional duties as assigned.

⛳️ Requirements

• 3–5 years of experience in customer service, ideally within the telemedicine or digital health sectors.

• Demonstrated capability to handle sensitive or escalated discussions with professionalism and emotional intelligence.

• Familiarity with HIPAA regulations and experience in handling PHI in a compliant manner is advantageous.

• Proficient in using Slack.

• Experienced with Zoho or other CRM/ticketing systems.

• Skilled in using EMRs.

• Competent in utilizing Amazon Connect.

• Proficient in online review management tools.

• Ability to multitask and navigate various platforms and channels while prioritizing tasks effectively.

• Exceptional verbal and written communication abilities.

🏝️ Benefits

• Medical, Dental, and Vision plans.

• Flexible Spending/Health Savings Accounts.

• Flexible Paid Time Off (PTO).

• 401(k) with Company Match.

• Life Insurance.

• Pet insurance.

• A flat organizational structure.

• Encouragement to share ideas and drive initiatives.

• A culture of Autonomy, Competence, and Belonging.