Telemedicine Patient Advocate

TL;DR

Telemedicine Patient Advocate: Guiding patients through their care journey by responding to inquiries via email, chat, and SMS, resolving issues like order tracking, refills, and lab scheduling with an accent on empathetic, efficient interactions. Focus on escalating complex cases, collaborating with clinical teams, identifying process improvements, and meeting performance targets like CSAT and resolution times.

Location: Remote (USA)

Salary: $42,000–$50,000 annually

Company

Online medical clinic at the forefront of transforming healthcare and enhancing longevity using cutting-edge scientific advancements.

What you will do

• Respond to patient inquiries via email, chat, and SMS using Zendesk
• Resolve common issues such as order tracking, medication refills, and lab scheduling using guided workflows and macros
• Escalate complex cases and document updates clearly in the EMR
• Collaborate with Clinical Ops, Pharmacy, and Labs to ensure continuity of care
• Identify recurring trends and suggest process improvements
• Meet and exceed performance targets including first reply time, resolution time, and CSAT
• Contribute to peer learning, documentation, and team knowledge

Requirements

• Must be located in the USA for remote work
• Strong multitasking and time management skills
• Comfortable working in a fast-paced, ever-evolving environment
• Creative problem solver with a results-driven mindset
• Adaptable to new tools, systems, and workflows
• Able to work both independently and collaboratively

Nice to have

• Experience in healthcare, telehealth, or customer support

Culture & Benefits

• Remote-first work environment
• Competitive compensation and equity options
• Health, dental, and vision insurance coverage
• Short-term disability and basic life coverage
• Flexible Spending Accounts (FSAs) and Lifestyle Spending Accounts (LSAs)
• Uncapped time off and federal holidays
• Budget for technology tools and company-sponsored activities