患者护理代表
Patient Care Representative
关于Winona：Winona是一家领先的远程医疗公司，为更年期女性提供激素替代疗法（HRT）。我们自主研发了所有技术，包括电子健康记录（EHR）、患者护理管理系统、患者门户、网站、营销技术等。Winona拥有两家自建药房和一支内部医生团队，通过完全垂直整合的商业模式提供世界级的医疗服务。
关于该职位：Winona正在寻找一名全职远程患者护理代表，作为客户体验的第一线。在这个关键岗位上，你将作为联络人，准确高效地提供产品和服务信息，回答问题并解决客户在使用Winona产品过程中遇到的任何问题。
职级：初级-中级
职责：
通过短信、电子邮件和电话回答患者关于Winona产品和服务的咨询。
进行来电和外拨电话，解答疑问或担忧，确保所有互动中保持高水平的客户服务。
传达关于Winona产品的信息。
确保患者满意度，维持专业的患者支持服务。
处理患者投诉，快速识别适当的回应策略以解决问题。
记录患者互动情况，处理患者账户，归档文件。
协助医生处理特定患者的请求和问题。
为内部部门团队和外部客户都提供出色的服务。
要求：
在远程环境中具有强大的客户服务经验。
出色的英文书面和口语沟通能力。
英语水平必须达到C1或C2级别。
具备Excel/Google Sheets、Word/Google Docs、电子邮件应用及其他基础计算机操作的实际经验。
有Slack、JustCall、Intercom、Stripe、Calendly和Google Suite使用经验者优先。
能够同时管理多个工作平台。
具备较强的时间管理和工作优先级管理能力，能在较少指导的情况下完成任务。
在医疗或医学领域有经验者优先。
必须拥有个人电脑和可靠的互联网连接以支持远程工作。
需要能够在周四至周一下午12点至晚上8:30 EST期间工作。
培训安排（前两周）：周一至周五，上午11点至晚上7:30 EST。
标准班次（培训后）：周四至周一下午12点至晚上8:30 EST。
你能获得什么？
作为一名全职独立承包商，你将享受：
以远程为主的工作方式，可在任何地点工作
无限制带薪休假
薪酬待遇
查看英文原文
About Winona:Winona is one of the leading telemedicine companies providing HRT for women in menopause. We’ve built all of our technology in-house including an EHR, patient care admin system, patient portal, website, marketing technology etc. Winona has two compounding pharmacies and a team of in-house physicians providing world-class care via a fully vertically integrated business model. About the role:Winona is seeking a full-time, remote Patient Care Representative to be the frontline of our customer experience. In this vital role, you'll act as a liaison, accurately and efficiently providing product and service information, answering questions, and resolving any emerging issues for Winona's customers.Seniority Level: Entry-Mid Level Responsibilities:Answering patient inquiries about Winona’s products and services through text message, email and phone calls.Making inbound and outbound calls to answer questions or concerns while ensuring a high level of customer service in all interactions.Delivering information about Winona’s offerings.Ensuring patient satisfaction and maintaining professional patient support.Handling patient complaints and identifying the appropriate response and strategy to solve issues as quickly as possible.Keeping records of patient interactions, processing patient accounts, and filing documents.Assisting doctors with various requests to handle specific patient issues/questions.Providing excellent service to both internal department teams as well as external customers.Requirements:Strong customer service experience in a remote environment.Excellent written and verbal English communication skills.English proficiency must be at C1 or C2Hands-on experience in Excel/Google Sheets, Word/Google Docs, email applications and other computer basics.Experience with Slack, JustCall, Intercom, Stripe, Calendly and Google Suite are a plus.Ability to manage several work platforms at once.Strong ability to manage time and work priorities with minimal direction.Experience in the healthcare or medical field is a plus.Must have a personal computer and reliable internet connection for remote work.Availability to work Thursday–Monday, from 12:00 PM to 8:30 PM EST is required.Training Schedule (First 2 Weeks): Monday–Friday, 11:00 AM – 7:30 PM EST.Standard Shift (Post-Training): Thursday–Monday, 12:00 PM – 8:30 PM EST.What’s in it for you?As a full-time independent contractor, you’ll enjoy:Remote-first, work wherever you chooseUnlimited paid time offPaid non-working holidays per country of residencePro-rated 13th-month bonus in select regionsReferral bonusesFinancial support for online coursesFun and casual work environmentEmployee engagement activities and virtual gatheringsWe are a diverse, global team! 🌍Equal Employment OpportunityWinona provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity extends to all aspects of employment including, but not limited to, recruitment, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. Winona takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate such behaviors.