Patient Experience Representative

• Serve as the first point of contact for patients and clinics via phone, email, and messaging platforms
• Conduct patient outreach to provide accurate guidance on supply orders
• Provide guidance on supply orders, refill eligibility, and insurance coverage
• Troubleshoot and resolve patient issues, including delayed shipments, incorrect items, or insurance denials
• Escalate complex cases to operations, billing, or management as needed
• Document interactions clearly in internal systems to ensure continuity of care and information
• Educate patients on company policies, out-of-pocket options, and clinic coordination
• Check resources first for answers before responding
• Use patient-friendly language
• Document every interaction clearly and fully
• Escalate complex cases to Support Ops, Billing, or the team lead

• Strong communication skills and the ability to explain complex information simply
• Empathy and patience in 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 (VerseOS, knowledge bases, Slack, etc.) to access and record information