Patient Experience Specialist II (Telehealth)

Location: United States — Remote

Company

hirify.global provides telehealth support solutions that simplify care delivery for companies offering virtual patient support across a broad range of specialties.

What you will do

• Monitor Slack channels used by internal support teams and address patient-facing concerns in real time.
• Investigate and resolve service concerns through phone and Zoho tickets, coordinating with internal stakeholders.
• Manage public reviews on Trustpilot, Google Reviews, and similar platforms.
• Conduct outbound calls and emails, provide case updates, and resolve escalated concerns with empathy.
• Answer inbound calls escalated by phone agents and provide higher-level patient support.
• Collaborate with CMAs, RNs, and inbound support staff to establish cohesive resolution paths while maintaining HIPAA compliance.

Requirements

• 3–5 years of customer service experience, preferably in telemedicine or digital health.
• Experience handling sensitive or escalated conversations with professionalism and emotional intelligence.
• Working knowledge of HIPAA regulations and experience handling PHI.
• Proficiency with Slack, Zoho or similar CRM and ticketing systems, EMRs, Amazon Connect, and online review management tools.
• Ability to multitask across multiple platforms and prioritize support cases.
• Excellent verbal and written communication skills.

Culture & Benefits

• Fully remote position within the United States.
• Flat organizational structure with opportunities to contribute ideas and take ownership.
• Medical, dental, and vision plans.
• Flexible Spending and Health Savings Accounts, flexible PTO, and 401(k) with company match.
• Life insurance, pet insurance, and additional benefits.