患者服务代表
Patient Services Representative
关于Willow：
Willow https://www.startwillow.com 是一家专注于个性化、负责任的美容减重护理的远程医疗公司。我们将医学专业知识与支持性的以患者为中心的方法相结合，帮助人们在身体上更加自信和舒适。我们的目标是让高质量的护理变得可及、周到，并且适合真实的生活。
职位描述：
我们正在寻找一位富有同理心、注重细节、流程导向，并且能够在快节奏、高度监管的医疗支持环境中工作的患者服务代表。该职位位于患者体验的核心，需要在多个工作流程和工具中具备出色的书面沟通能力、责任感和主动性。
职责：
- 作为患者与公司之间的协调者，确保无缝体验。
- 回答有关公司的问题，提供我们产品和服务的准确信息
- 提供产品相关信息。
- 确保患者满意度并保持专业的患者支持。
- 处理患者投诉并确定适当的回应和策略，尽快解决客户的问题。
- 记录患者互动情况，处理患者账户并归档文件。
- 主动与患者进行更深入的交流。
- 及时了解产品、政策和服务，以提供有依据的支持。
要求：
- 1-3年以上客户支持、患者支持或相关服务导向岗位的经验
- 有通过聊天、邮件或工单系统支持客户或患者的经验
- 必须有在医疗、远程医疗、药房、保险、医疗机构或其他受HIPAA监管环境中的工作经验
- 具备电话客服或患者支持经验是加分项，尤其是在医疗或服务环境中的经验
加分项：
- 有在远程医疗或相关医疗环境工作的经验。
- 有通过Intercom平台支持客户的经历。
你将获得什么？
- 作为我们团队的全职成员，您将享受：
- 灵活的工作时间
- 随意选择工作地点
- 轻松愉快的工作环境
- 员工参与活动和虚拟聚会
- 我们是一支多元化的全球团队！ 🌍
查看英文原文
About Willow:
Willow https://www.startwillow.com is a telehealth company focused on personalized, responsible cosmetic weight loss care. We combine medical expertise with a supportive, patient-centered approach to help people feel more confident and comfortable in their bodies. Our goal is to make high-quality care accessible, thoughtful, and designed to fit real lives.
ABOUT THE ROLE:
We are looking for a Patient Services Representative who is empathetic, detail-oriented, process-driven, and comfortable working in a fast-paced, highly regulated healthcare support environment. This role sits at the center of the patient experience and requires strong written communication, ownership, and accountability across multiple workflows and tools.
RESPONSIBILITIES:
- Serve as a facilitator between the patient and the company, ensuring a seamless experience.
- Answering questions about the company, offering accurate information about our products and services
- Delivering information about the product.
- Ensuring patient satisfaction and maintaining professional patient support.
- Handling patient complaints and identifying the appropriate response and strategy to solve customers' issues as quickly as possible.
- Keep records of patient interactions, process patient accounts, and file documents.
- Take the extra mile to engage with patients.
- Stay updated with products, policies, and services to provide informed support.
Requirements:
- 1-3+ years of experience in customer support, patient support, or a related service-driven role
- Experience supporting customers or patients via written channels such as chat, email, or ticketing systems
- Prior experience in healthcare, telehealth, pharmacy, insurance, medical offices, or other HIPAA-regulated environments is required
- Phone-based customer or patient support experience is a strong plus, especially in healthcare or service environments
Nice to have:
- Experience working in telemedicine or related medical contexts.
- Experience supporting customers through the Intercom platform.
What’s in it for you?
- As full-time member of our team, you’ll enjoy:
- Flexible hours
- Work wherever you choose
- Fun and casual work environment
- Employee engagement activities and virtual gatherings
- We are a diverse, global team! 🌍