Employer: Circle Medical
ABOUT US Circle Medical is a Y-Combinator healthcare technology startup on a mission to bring quality, delightful primary care to everyone on the planet. Built by top-tier entrepreneurs, engineers, designers, and physicians, our telemedicine software has pioneered how people find and receive care.
Our founding team has decades of experience with successful technology startup exits. We’ve used our most recent round of funding from WELL Health, backed by Sir Li Ka-shing, to scale from California to over fifteen states across the US. We’re now entering the hypergrowth phase, expanding nationwide from over fifteen states to all fifty states in the next six months. And this is only the beginning.
More about us can be found on our website.
DESCRIPTION
Circle Medical is a Y Combinator and Real Ventures-backed startup affiliated with UCSF, one of the top 10 US hospitals according to US News and World Report. We are reimagining primary care from the ground up, combining technology and artificial intelligence with some of the nation’s best physicians to deliver a better experience that scales faster and more efficiently than ever before.
We are seeking a full-time contracted Patient Experience Coordinator, specifically handling escalations, to support our physicians and help our US-based patients navigate the complex healthcare system, as well as contribute to the growth of our company and product.
Our ideal Patient Experience Coordinator is extremely comfortable handling escalations and providing the best solutions for customers in a timely manner. You’ll succeed at this role if you have high levels of patience, empathy, and effective communication. If you enjoy helping people, doing tasks in a timely manner, being accountable, and collaborating with a team of remote workers, this job is for you!
This role is contracted engagement and will be a work-from-home role. Candidates will begin work May 23, 2022.
WHAT YOU’LL DO:
•Own customer escalations, from engagement to resolution, creating high quality customer support experiences for our patients.•Serve as the primary touchpoint for patients with inquiries, problems, or complaints that could not be solved by our Patient Experience Team.•De-escalate upset patients quickly, calmly, and consistently.•Provide feedback to management about customer issues.•Advocate for patients and coordinate their care with external organizations such as insurance companies, pharmacies, and specialists.•Think creatively to solve problems standing in the way of patient experience, care, or outcomes.•Assist with billing and other insurance issues.•Learn the entire patient experience from start to finish, to be able to help patients navigate their medical care with ease.•Execute complex workflows to ensure high quality patient care and compliance with HIPPA laws.
WHAT YOU’LL BRING:
•Must have at least 1 year of experience successfully de-escalating customers either in person or on the phone.•Effective communication at a high level and under stress.•Calm, confident, and empathetic demeanor when handling customer complaints.•Ability and eagerness to adapt to a fast-paced environment and learn quickly•A digital native comfortable with technology and development•Experience using a computer in your professional career•A minimum typing speed of 40 words per minute•A passion for excellent customer service and problem-solving•US or Canada based
WHAT WILL GIVE YOU AN EDGE:
•Prior experience working remotely / working from home.•Prior experience in a venture-backed healthcare or startup/technology setting is an asset•Prior experience in a hospitality/retail or customer service setting is an asset•Ambition to have a long term career in healthcare is an asset•Experience living in the US or using the US healthcare system is an asset
SCHEDULE
This role has a consistent schedule of either Monday – Friday or Tuesday – Saturday. You may choose the day time shift (6am – 3pm PST) or the evening shift (1pm-10pm PST), including multiple breaks.
COMPENSATION
In alignment with our values, Circle Medical has transparent salaries based on location (San Francisco, Montreal, or remote in US) and output levels.
This is a full-time, contracted positionwith an hourly compensation of $20-22 USD per hour, based on experience.
Circle Medical is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.
ADDITIONAL REQUIREMENTS:
- English as a native language
- Laptop/Desktop computer: If you have a PC, you will need to have Windows 10 Pro or 11 Pro. If you have a Mac, you will need macOS Mojave or above.