Concierge Specialist – Patient Support Coordinator
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Job Description
Patient support coordinator assisting Shapely’s telehealth patients with care, medications, accounts, and inquiries. Coordinating issue resolution and improving retention through empathetic support.
Responsibilities:
- Answer phone calls and respond to existing patient inquiries through email, chat, and social media
- Serve as a knowledgeable point of contact for questions about care, medications, and accounts
- Manage patient support tickets end-to-end according to standard operating procedures
- Coordinate with Prior Authorization, Admin, and clinical teams to resolve cross-functional patient issues
- Proactively check in with patients at key points in their journey to support retention and satisfaction
- Identify at-risk or dissatisfied patients and escalate appropriately
- Champion a friendly, empathetic patient experience
- Gather and relay patient feedback to improve programs and processes
- Contribute to documentation and training materials for patient support quality
Requirements:
- Previous experience in a patient-facing or customer support role, preferably in a healthcare or telehealth environment
- Preference for registered nurses or healthcare professionals with a strong understanding of patient care
- Exceptionally warm, empathetic communication style with strong active listening skills
- Comfortable managing a high volume of inbound inquiries across multiple channels
- Technologically proficient; training provided on Zoom Phone, CRM platform, and EHR
- Friendly and approachable with exceptional customer service skills
- Quick learner, able to grasp the nuances of the business
- Knowledge of HIPAA, PHI, and patient privacy; training provided
- Exceptional command of English, written and verbal
- Exceptional communication skills and ability to empathetically engage with patients
- Strong organizational and problem-solving abilities
- Great team player
- Passion for health and wellness and commitment to Shapely's mission
- Ability to work on Los Angeles time zone
- Full-time availability, 40 hours per week, including rotating weekend coverage
Benefits:
- Fully remote
- Career growth
- Supportive team culture
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