Patient Experience Representative
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Job Description
Patient Experience Representative supporting patients and clinics with medical supply orders at Verse Medical. Handling insurance, refills, shipping, returns, and billing inquiries remotely.
Responsibilities:
- Serve as the first point of contact for patients and clinics via phone, email, and messaging platforms
- Conduct patient outreach to provide accurate guidance on supply orders
- Provide guidance on supply orders, refill eligibility, and insurance coverage
- Troubleshoot and resolve patient issues, including delayed shipments, incorrect items, or insurance denials
- Escalate complex cases to operations, billing, or management as needed
- Document interactions clearly in internal systems to ensure continuity of care and information
- Educate patients on company policies, out-of-pocket options, and clinic coordination
- Check resources first for answers before responding
- Use patient-friendly language
- Document every interaction clearly and fully
- Escalate complex cases to Support Ops, Billing, or the team lead
Requirements:
- Strong communication skills and the ability to explain complex information simply
- Empathy and patience in dealing with patients experiencing medical challenges
- Attention to detail for order accuracy and documentation
- Ability to work with internal teams and external clinics to resolve issues efficiently
- Comfort using digital systems (VerseOS, knowledge bases, Slack, etc.) to access and record information
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