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

• Client-Facing Communication:
  Actively monitor and engage in Slack channels used by internal support teams to address patient-facing concerns in real time.
  
  
• Ticket Management:
  Perform root cause analysis, manage, and resolve escalated Zoho tickets, ensuring accurate tracking and effective resolution through collaboration with internal stakeholders.
  
  
• Issue Investigation:
  Perform root cause analysis to investigate and resolve issues such as order status delays, incorrect or damaged medications, provider or billing complaints, and other service-related concerns in a timely and professional manner.
  
  
• Reputation & Review Management:
  Address positive and negative reviews on platforms like Trustpilot, Google Reviews, and similar public forums. Respond with professionalism and take appropriate actions to resolve issues and encourage updated feedback when necessary.
  
  
• Outbound Patient Communication:
  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.
  
  
• Cross-functional Collaboration:
  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.
  
  
• Reporting & Trend Analysis:
  Log patient feedback and incident details to support experience trend tracking and help drive ongoing service improvements.
• Telemedicine-Standard Documentation:
  Maintain clear, accurate, and thorough documentation of all patient interactions in compliance with telemedicine standards and HIPAA regulations, ensuring continuity of care and audit-readiness.
  
  
• Other Duties as assigned. 

Who You Are

• 3-5 years of experience in customer service, preferably within a telemedicine or digital health environment.
• Proven ability to manage sensitive or escalated conversations with professionalism and emotional intelligence.
• Strong working knowledge of HIPAA regulations and experience handling PHI (Protected Health Information) in a compliant manner.
• Proficiency with Slack, Zoho ( or other CRM/ticketing systems), EMRs, and online review management tools.
• Ability to multitask and navigate multiple spreadsheets, platforms, channels, etc, while prioritizing tasks.
• Ability to document thoroughly in compliance with telemedicine standards and HIPAA regulations.
• Strong understanding of medical terminology and experience supporting a range of telemedicine services, including programs involving GLP-1 medications.
• Excellent verbal and written communication skills that demonstrate the ability to be empathetic, resilient, and action-oriented.

Please note, as an hourly position this role will be eligible for accrued PTO.

Shift Schedule Overview – Multiple Openings Available

We are currently hiring for several positions with varying shift schedules to accommodate different availability. Please review the following openings:

Primary Openings (6 total):

• Wednesday through Sunday, 7:00 AM – 4:00 PM CST

• Monday through Friday, 7:00 AM – 4:00 PM CST

• Monday through Friday, 2:00 PM – 11:00 PM CST

• Tuesday through Saturday, 8:30 AM – 5:30 PM CST

• Sunday through Thursday, 8:30 AM – 5:30 PM CST