Job Overview

Our client is 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 overnight options to support 24/7 coverage PST

Responsibilities

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 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.

Requirements

• 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.

Qualifications

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

Independent Contractor Perks

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

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.