Patient Care Services Representative

Summary

Join Willow, a telemedicine company, as a Patient Care Services Representative! In this full-time, entry-mid level role, you will act as a liaison between patients and the company, ensuring a seamless experience. Key responsibilities include answering patient questions, resolving issues, maintaining records, and engaging with patients. The ideal candidate possesses experience in a medical setting, excellent communication skills (C1 or C2 English proficiency), and strong customer service experience. Willow offers competitive benefits such as unlimited PTO, pro-rated 13th-month bonuses (in select regions), non-working holidays, salary increases, performance-based bonuses, and a fun work environment.

Requirements

• Experience working in a medical-related job
• Excellent English communication and writing skills
• English proficiency must be at C1 or C2
• Strong customer service experience
• Hands-on experience in Excel/Google Sheets, Word/Google Docs, and other computer basics
• Comfortable making calls with patients
• Attention to detail and a good sense of judgment

Responsibilities

• Serve as a facilitator between the patient and the company, ensuring a seamless experience
• Answering questions about Willow’s, offering accurate information about our products and services
• Delivering information about Willow’s offerings
• Ensuring patient satisfaction and maintaining professional patient support
• Handling patient complaints and identifying the appropriate response and strategy to solve customers' issues as quickly as possible
• Keep records of patient interactions, process patient accounts, and file documents
• Take the extra mile to engage with patients
• Stay updated with Willow’s products, policies, and services to provide informed support

Preferred Qualifications

• Experience working in telemedicine or related medical contexts
• Experience supporting customers through the Intercom platform

Benefits

• Unlimited PTO
• Pro-rated 13th-month bonus in select regions
• Non-working holidays per country of residence
• Salary increases and performance-based bonuses
• Fun and casual work environment
• Employee engagement activities and virtual gatherings