远程患者体验运营医疗虚拟助理（由Y Combinator支持，年收入超500万美元，融资超2300万美元）
Remote Patient Experience Operations Medical Virtual Assistant (backed by Y Combinator, $5M+ ARR, $23M+ raised)
🧠 关于LEGION HEALTH
在LEGION HEALTH，我们相信每个人都有权获得快速、负担得起且世界级的医疗保健，我们正在开发AI基础设施以实现大规模交付。
LEGION正在构建自主医疗护理，从精神科开始。我们的AI原生护理交付平台自动化了大量直接患者护理所需的工作，使临床医生和患者支持团队能够专注于人类判断和同理心最重要的时刻。
我们的技术护城河难以复制——我们结合丰富的数据、生产级AI、医生在环以及端到端护理运营，为临床复杂的患者群体提供可衡量的更好护理。这使我们在两年内完成了数万次就诊，同时保持运营成本不变，并实现了行业领先的患者NPS和留存率。
与上一代医疗保健初创公司逐步提高现有系统的效率不同，LEGION是从基本原理重新构建全栈护理交付。我们的愿景是提供10倍更好的患者体验，质量更高、成本更低、可扩展性更强，以及10倍更好的临床医生体验，让提供者能够专注于最重要的事情：照顾患者。
LEGION HEALTH得到了Y Combinator、领先的风险投资公司以及来自Function Health、Modern Health、Everly Health、Trusted Health、Clipboard Health、PatientPing、Sesame Care、Faire、EasyPost和fuboTV的创始人支持。
加入我们，共同打造由临床医生、患者支持专业人员和AI协作驱动的未来医疗保健：更快、更高质量、更实惠。
📍 角色信息
- 职位类型：合同制
- 角色类型：患者体验 / 患者成功 / 护理协调
- 理想经验水平：2年以上
- 地点：完全远程
- 工作时间：中央时间上午6点至晚上10点之间的8小时班次
- 时薪：5-15美元/小时，根据经验而定
🚀 机会介绍
LEGION正在招聘一位富有同情心、高度有条理的患者体验代表，以支持患者在整个护理旅程中。
您将通过电话和消息直接与患者沟通，帮助他们克服操作障碍，协调行政和临床支持流程，并确保每次互动都有明确的下一步。您的工作将帮助患者感到被倾听、被了解并得到支持，同时让LEGION的临床医生更容易及时提供护理。
这不是一项传统意义上的工作。
查看英文原文
🧠 ABOUT LEGION HEALTH
At Legion Health, we believe everyone deserves fast, affordable, and world-class health care, and we’re developing the AI infrastructure to deliver it at scale.
Legion is building autonomous medical care, starting with psychiatry. Our AI-native care-delivery platform automates much of the administrative work required to deliver direct patient care, allowing clinicians and patient-support teams to focus on the moments where human judgment and empathy matter most.
Our technical moat is hard to copy—we combine rich data, production AI, doctors in the loop, and end-to-end care operations to deliver measurably better care to a clinically complex patient population. This has helped us complete tens of thousands of visits in just two years while holding operations costs flat and achieving industry-leading patient NPS and retention.
While the last generation of healthcare startups made the existing system incrementally more efficient, Legion is rebuilding full-stack care delivery from first principles. Our vision is a 10X better patient experience that is higher quality, less expensive, and more scalable—and a 10X better clinician experience that frees providers to focus on what matters most: caring for patients.
Legion Health is backed by Y Combinator, leading venture capital firms, and founders from Function Health, Modern Health, Everly Health, Trusted Health, Clipboard Health, PatientPing, Sesame Care, Faire, EasyPost, and fuboTV.
Join us as we build the future of health care: faster, higher-quality, and more affordable, powered by clinicians, patient-support professionals, and AI working together.
📍 ROLE LOGISTICS
- Job Type: Contract
- Role Type: Patient Experience / Patient Success / Care Coordination
- Ideal Experience Level: 2+ years
- Location: Fully remote
- Work Hours: 8-hour shift between 6:00 AM and 10:00 PM Central Time
- Hourly Compensation: $5–$15 per hour, based on experience
🚀 THE OPPORTUNITY
Legion is hiring a compassionate, highly organized Patient Experience Representative to support patients throughout their care journey.
You will communicate directly with patients by phone and messaging, help them navigate operational barriers, coordinate administrative and clinical-support workflows, and ensure that every interaction has a clear next step. Your work will help patients feel heard, informed, and supported while making it easier for Legion’s clinicians to deliver timely care.
This is not a traditional customer-service role. You will support real patients who may be anxious, frustrated, confused, or experiencing delays in their care. You must be able to communicate calmly and empathetically while gathering accurate information, setting appropriate expectations, documenting each interaction, and following through until the issue is resolved or transferred to the correct team.
You will also help patients remain engaged in care through proactive follow-ups, appointment reminders, and outreach. Strong patient support is not only about responding to questions—it is about anticipating barriers, preventing patients from falling through the cracks, and making a complicated healthcare experience feel clear and manageable.
This is a fast-moving startup environment. The right person is adaptable, dependable, comfortable managing multiple patient conversations, and proactive about improving the workflows behind the patient experience.
This is a strictly non-clinical role. You will not provide medical advice, diagnose patients, interpret symptoms, recommend treatment, or make clinical decisions. You will work closely with clinical teams by gathering information, supporting logistics, documenting requests, and routing clinical matters to the appropriate licensed professional.
✅ RESPONSIBILITIES AND DELIVERABLES
- Respond to patient questions across phone and messaging platforms with clear, accurate, timely, and compassionate communication.
- Help patients understand what to expect and what actions they need to take next.
- Support appointment scheduling, rescheduling, cancellations, and patient onboarding.
- Conduct proactive outreach, reminders, and follow-ups to help patients remain engaged in care.
- Follow up with patients who have missed appointments, incomplete tasks, unresolved questions, or other barriers to continuing care.
- Support patient-retention workflows by identifying problems early and helping patients reach the correct team or next step.
- Coordinate administrative and clinical-support workflows, including:
- Prior authorizations: Gather required information, track status, follow up on outstanding steps, and escalate delays.
- Prescription and refill requests: Collect the patient’s request, document it accurately, and route it to the appropriate clinical team.
- FMLA and documentation requests: Complete intake, gather required information, route the request, track progress, and follow up.
- Pharmacy coordination: Help resolve logistical questions and route medication-related decisions to licensed clinical staff.
- Insurance and billing questions: Gather context and coordinate with the appropriate internal team.
- General patient administration: Manage follow-ups, forms, records requests, and cross-functional coordination.
- Document every material patient interaction accurately so teammates and clinicians understand what happened, what remains outstanding, and who owns the next step.
- Maintain clear follow-up queues and ensure unresolved patient needs do not fall through the cracks.
- Recognize urgent, sensitive, clinical, or safety-related concerns and follow the appropriate escalation procedure immediately.
- Coordinate with clinical operations, providers, billing, pharmacy-support, and other internal teams to resolve patient concerns.
- Communicate realistic expectations without making promises outside your authority.
- Follow approved scripts, SOPs, privacy requirements, and escalation protocols.
- Identify recurring patient questions, delays, and sources of confusion and share actionable feedback with the appropriate teams.
- Help improve patient-support templates, scripts, checklists, and standard operating procedures.
- Use approved systems consistently and maintain a reliable, high-speed internet connection and professional environment for patient calls.
- Protect patient privacy and handle sensitive information according to Legion’s policies and approved systems.
- Consistently aim to deliver the best possible experience for every patient and family.
🏆 YOU’LL BE SUCCESSFUL IF YOU…
- Make patients feel heard, respected, and supported—even when they are frustrated, worried, or confused.
- Communicate clearly and professionally in both spoken and written English.
- Explain next steps simply without sounding robotic, rushed, dismissive, or overly technical.
- Respond promptly and follow through consistently until each issue is resolved or transferred to the correct owner.
- Help patients remain engaged in care by reducing preventable confusion, delays, and administrative barriers.
- Manage multiple patient conversations and follow-up tasks without losing important details.
- Produce concise, accurate documentation that enables other teammates to act without repeating the entire conversation.
- Distinguish between administrative support and clinical decision-making.
- Recognize when an issue is outside your scope and escalate it promptly through the correct channel.
- Stay calm and use sound judgment during sensitive or emotionally difficult conversations.
- Learn Legion’s care model, patient workflows, systems, scripts, and escalation paths quickly.
- Follow established processes while identifying opportunities to make patient support faster, clearer, and more reliable.
- Adapt constructively as workflows change in a growing startup.
- Earn the trust of patients, clinicians, and teammates through empathy, reliability, discretion, and excellent follow-through.
🧰 IDEAL BACKGROUND AND SKILLS
- 2+ years of experience in a patient-facing support or healthcare-operations role.
- Experience in one or more of the following is strongly preferred:
- Behavioral health or psychiatry.
- Digital health or telehealth.
- Healthcare call centers.
- Patient access or patient experience.
- Nursing or medical administration.
- Pharmacy support.
- Insurance or prior-authorization support.
- Care coordination.
- Exceptional spoken and written English.
- Warm, clear, confident, and professional communication on patient phone calls.
- Strong patient empathy and the ability to remain calm during sensitive conversations.
- Excellent organization, attention to detail, and follow-through.
- Experience managing a high volume of calls, messages, cases, or patient-support requests.
- Familiarity with healthcare workflows such as scheduling, insurance, pharmacies, prior authorizations, refills, medical documentation, and patient forms.
- Experience working in a telehealth or healthcare call-center environment is highly preferred.
- Comfort using tools such as Dialpad, Slack, Healthie, EHRs, CRMs, ticketing systems, or similar platforms.
- Ability to work closely with clinical teams while remaining firmly within a non-clinical scope.
- Comfort working in a fast-paced startup where workflows and priorities may evolve.
- A clinical or healthcare background—such as medical-assistant, CNA, nursing, behavioral-health, or pharmacy experience—is helpful but not required.
- A reliable computer, high-speed internet connection, and quiet, professional environment for patient calls.
The most important qualifications are patient empathy, excellent communication, operational execution, sound judgment, accurate documentation, and reliable follow-through.
⚕️ NON-CLINICAL SCOPE
This is a non-clinical patient-support role.
- You will not diagnose patients or assess medical conditions.
- You will not provide medical or medication advice.
- You will not recommend or make treatment decisions.
- You will not interpret symptoms, laboratory results, or clinical records for patients.
- You will not approve prescriptions, refills, prior authorizations, or medical documentation.
- You will route clinical, medication, safety, and treatment questions to the appropriate licensed team member.
Your responsibility is to support patient communication, logistics, documentation, coordination, and escalation so patients can receive timely care from the appropriate clinical team.
⚠️ THIS ROLE IS NOT A FIT IF YOU…
- Are uncomfortable speaking with patients regularly by phone.
- Prefer work that does not involve emotionally sensitive or occasionally difficult conversations.
- Struggle to communicate clearly and professionally in spoken or written English.
- Dislike detailed documentation, follow-up queues, or repetitive coordination work.
- Frequently lose track of details when managing several conversations or cases.
- Wait for repeated instructions instead of proactively following up on unresolved issues.
- Are uncomfortable adapting when processes change.
- Want to provide clinical advice or make treatment decisions in this role.
- Are casual about privacy, documentation, attendance, response times, or follow-through.
💰 COMPENSATION & ROLE BENEFITS
- Hourly Compensation: $5–$15 per hour, based on experience.
- Job Type: Contract.
- Schedule: 8-hour shift between 6:00 AM and 10:00 PM Central Time
- Work Setup: Fully remote.
- Impact: Help patients and families navigate mental-health care with greater clarity, continuity, and support.
- Autonomy and Learning: Develop experience across patient experience, telehealth operations, care coordination, healthcare administration, and behavioral-health workflows.
- Growth Opportunities: Take on broader ownership across patient experience, quality assurance, training, workflow improvement, or team leadership as Legion grows.
🤝 EQUAL EMPLOYMENT OPPORTUNITY
Legion Health is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, contractors, and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable law. We encourage applicants from all backgrounds to apply.