Patient Experience Representative

• Serve as the first point of contact for patients and clinics via phone, email, and messaging platforms
• Conduct patient outreach and provide guidance on supply orders
• Advise patients on refill eligibility and insurance coverage
• Troubleshoot and resolve delayed shipments, incorrect items, and insurance denials
• Escalate complex cases to operations, billing, management, Support Ops, or a team lead
• Document interactions clearly in internal systems
• Educate patients on company policies, out-of-pocket options, and clinic coordination
• Facilitate communication between patients, clinics, and internal teams to support timely, accurate care

• Strong communication skills and ability to explain complex information simply
• Empathy and patience when dealing with patients experiencing medical challenges
• Attention to detail for order accuracy and documentation
• Ability to work with internal teams and external clinics to resolve issues efficiently
• Comfort using digital systems such as VerseOS, knowledge bases, and Slack
• Ability to work 24/7 hours

• Remote work arrangement
• 24/7 hours coverage
• Equitable and inclusive workplace commitment
• Accessible interview accommodations
• Equal opportunity employment