Patient Success

Summary

Join Wisp, a fully-remote healthcare company, as a Patient Success professional based in the Philippines. You will provide virtual support to patients navigating their healthcare journey, offering empathetic and efficient customer service, resolving issues, and acting as a liaison between patients and clinical staff. You will be responsible for handling both simple and complex member questions, ensuring patient understanding of resolutions and next steps, and maintaining confidentiality and compliance with HIPAA regulations. This role requires 2-3+ years of experience in customer service, preferably in healthcare, proficiency in Google Suite, typing speed of 50+ words per minute, strong communication skills, and the ability to build rapport and understand patient needs.

Requirements

• You have 2-3+ years experience in customer service, or comparable industry (preferably healthcare)
• You are experienced with Google Suite (gMail, gCal, gDocs)
• You can type 50+ words a minute
• You are an adept communicator who can listen, talk and type all at once through multi-channel communications
• You know what “WOW” customer experience looks like: you’re able to build rapport, understand the needs of our patients, and articulate next steps
• You are highly empathetic and able to maintain professionalism, even in challenging situations
• You are a confident critical thinker who can work independently as well as on a team

Responsibilities

• Offer customer support for both simple & complex member questions including how to find care and obtain/update ID cards
• Resolve and completely own patient issues in an efficient and empathetic manner, ensuring that the member understands the resolution and any next steps
• Act as a liaison between our patients and clinical staff, understanding and leveraging the full extent of programs offered within our practice
• Listen and probe to uncover barriers to care or needs that Wisp can address while maintaining the highest level of confidentiality and compliance including HIPAA regulations