About the Role

OpenLoop is seeking a detail-oriented and compassionate Patient Experience Specialist to join our team remotely. In this role you will monitor and manage client-facing support channels and resolve high-priority patient issues. This role is responsible for addressing escalations related to medication issues, provider or support complaints, billing concerns, and more. The ideal candidate is highly organized, communicative, and experienced in navigating healthcare systems and tools to deliver efficient, empathetic support.

What You'll Do

• Monitor client-facing Slack channels and Zoho queues for patient support escalations.

• Investigate issues such as order status delays, incorrect or damaged medications, provider or billing complaints, and other service-related concerns.

• Conduct root cause analysis (RCA) by reviewing all relevant tickets, chart notes, and communication logs.

• Monitor and respond to negative reviews, closing the loop with patients and resolving concerns promptly.

• Perform outbound calls and email communication 

• Other duties as assigned

Who You Are

• 3-5 years of experience in customer service, ideally patient communication in a telehealth or digital health capacity. 

• Experience with a ticketing system, customer service technology like Zoho, Zendesk, or similar.

• Familiarity with EMR and EHR systems, ability to navigate an EMR.

• Ability to multitask and navigate multiple spreadsheets, platforms, channels, etc. while prioritizing tasks.

• Empathetic, resilient, and action-oriented.

Please note, as an hourly position this role will be eligible for accrued PTO. Hours for this role are 10 AM to 7 PM Central Time, Wednesday - Sunday.