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Role Description

OpenLoop is seeking a compassionate and detail-oriented Patient Experience Specialist to join our team remotely. In this role, you will be responsible for monitoring and managing client-facing support channels while resolving high-priority patient concerns. You'll handle complex and sensitive escalations with empathy and professionalism across multiple platforms, including issues related to medications, provider or staff interactions, billing, and more.

The ideal candidate is a strong communicator in patient-focused exchanges, highly organized, and experienced in healthcare operations. You should be comfortable navigating support systems and tools to deliver timely, empathetic, and effective solutions that improve the patient experience.

Please Note: We are hiring for full-time positions, and have openings for the following schedules, noted below. Please be prepared to discuss your preferred schedule / availability. Additional details will be discussed during the interview process.

• Monday - Friday - 8:00am - 5:00pm (with rotating weekends)
• Monday - Friday - 2:00pm - 11:00pm (with rotating weekends)

This is a fully remote position. You may live and work in any time zone, but you must be available to work during Central Standard Time (CST) business hours.

Qualifications

• 3-5 years of experience in customer service, preferably within a telemedicine or digital health environment.
• Proven ability to manage sensitive or escalated phone conversations with professionalism, emotional intelligence and a service-focused attitude.
• Working knowledge of HIPAA regulations and experience handling PHI (Protected Health Information) in a compliant manner is a plus.
• Proficiency with Slack, Zoho (or other CRM/ticketing systems), EMRs, Amazon Connect, and online review management tools.
• Ability to multitask and navigate multiple platforms, channels, etc., while prioritizing tasks.
• Excellent verbal and written communication skills.

Requirements

• Actively monitor and engage in Slack channels used by internal support teams to address patient-facing concerns in real time.
• Investigate and resolve service-related concerns, via phone or Zoho tickets, ensuring accurate tracking and effective resolution through collaboration with internal stakeholders.
• Address reviews on platforms like Trustpilot, Google Reviews, and similar public forums.
• Conduct outbound calls and emails to follow up on escalated cases, provide status updates, or resolve outstanding concerns with clarity and empathy. Remain HIPAA compliant at all times.
• Answer inbound calls that have been escalated from our inbound phone agents to provide a higher level of resolution and support to patients.
• Work closely with clinical and non-clinical staff (e.g., CMAs, RNs, inbound support) to gain context and ensure a cohesive resolution path for the patient.
• Other duties assigned.

Benefits

• We have a relatively flat organizational structure here at OpenLoop.
• Everyone is encouraged to bring ideas to the table and make things happen.
• This fits in well with our core values of Autonomy, Competence, and Belonging, as we want everyone to feel empowered and supported to do their best work.