We are looking for a compassionate and detail-oriented professional with strong communication skills, emotional intelligence, and the ability to support patients while managing inquiries, triaging concerns, and ensuring a seamless care experience. 

Schedule: Rotating shifts – includes weekends, evenings, and overnightoptions to support 24/7 coverage PST

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

What You’ll Do

Patient Support & Communication
• Patient Inbox Management: Monitor and manage the Kustomer inboxes, triaging and
responding to patient inquiries related to medication shipments, dosing questions,
treatment concerns, appointment scheduling, and general support.
• Compassionate Communication: Provide personalized, empathetic support to patients
through text and email. Many patients are experiencing anxiety, depression, or PTSD —
your tone and responsiveness matter.
• Psychoeducation: Provide psychoeducation and medical information to patients within
your scope, empowering them with knowledge about their conditions and treatment
plans.

• Conflict Resolution: Proactively manage and resolve patient concerns with a positive,
solution-oriented approach, aiming to enhance patient satisfaction and trust.
• Patient Follow-Ups: Support follow-up workflows including check-ins after dose
adjustments, treatment milestone reviews, and re-engagement outreach for patients who
have lapsed in communication.

Triage & Escalation
• Message Triage: Assess incoming patient messages for urgency and type, routing
clinical concerns to care team nurses or providers as appropriate.
• Medical Terminology: Apply your understanding of medical terminology to accurately
categorize and escalate patient messages — knowing when something needs clinical
attention vs. when you can handle it directly.
• Suicidality Protocol Adherence: Follow established suicidality protocols with precision,
ensuring timely identification, documentation, and escalation of at-risk patients in
coordination with the clinical team.

Administrative & Logistical Support
• Scheduling Support: Facilitate the scheduling of consultations and follow-up
appointments for patients.
• Shipping Coordination: Assist with shipping-related inquiries, medication refills, and
logistics coordination to ensure patients receive their prescriptions on time.
• Pharmacy Liaison: Act as a bridge between patients and the pharmacy to address and
resolve medication-related issues.
• Patient Portal Guidance: Guide patients through the Be.Joyous patient portal for
appointment scheduling, treatment updates, shipment tracking, and resource access.
Collaboration & Process Improvement
• Interdepartmental Collaboration: Work closely with nurses, providers, operations, and
product teams to ensure seamless service delivery and a holistic patient experience.
• Process Optimization: Identify and implement opportunities to improve workflows,
patient communication protocols, and service delivery.
• Innovation: Collaborate with the product team to identify program enhancements and
features that address patient needs.

Qualifications

Required
• Communication Skills: Excellent written communication skills in English with the ability
to convey complex information clearly and compassionately. Strong English fluency is
required.
• Emotional Intelligence: High level of emotional intelligence with the ability to handle
sensitive patient interactions with empathy and professionalism.
• Medical Terminology: Understanding of medical terminology sufficient for triaging and
escalating patient messages appropriately. You don’t need a clinical license, but you
need to know when something requires clinical attention.

• Technical Proficiency: Demonstrated ability to navigate EHR systems, CRM platforms
(such as Kustomer), and operational tools.
• Problem-Solving: Excellent problem-solving abilities with a proactive approach to
resolving patient concerns and operational challenges.
• Attention to Detail: Meticulous attention to detail in patient communication,
documentation, and task management.
• Schedule Flexibility: Willingness to work rotating shifts including weekends, US
evening hours, or overnight hours to support 24/7 coverage.
• Self-Motivation: Able to work independently in a remote environment while maintaining
high standards of quality, responsiveness, and accountability.

Preferred
• Experience in patient support, healthcare customer service, or care coordination
• Background in mental health, behavioral health, or telehealth environments
• Experience with psychoeducation or patient education
• Prior experience using Kustomer, DrChrono, Slack, or similar platforms
• Familiarity with psychiatric assessments (PHQ-9, GAD-7, PCL-5) — not required to
administer, but helpful to understand
• Experience working remotely for a US-based company

Side Note

This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.