Patient Experience Coordinator II - FuzeRx
Fuze Health•Remote - California, CA
•$19 - $22•Remote
About The Position
The Patient Experience Coordinator II at FuzeRx plays a key role in delivering exceptional patient and customer support while ensuring a seamless experience throughout the prescription fulfillment process. Reporting to the Supervisor, Patient Operations, this individual contributor supports the Central Operations team by responding to patient and customer inquiries, resolving issues, collaborating across departments, and maintaining FuzeRx's commitment to patient-centered care and HIPAA compliance.
Requirements
- High school diploma or GED equivalent.
- Minimum of 2 years of customer service experience, preferably within healthcare, pharmacy, or a related patient-facing environment.
- Excellent customer service, phone etiquette, and interpersonal communication skills.
- Strong written and verbal communication abilities with patients, customers, and internal teams.
- Detail-oriented with a high level of accuracy and organizational skills.
- Ability to work independently while collaborating effectively within a cross-functional team environment.
- Comfortable working remotely with multiple systems and adapting to evolving processes and technologies.
- Flexibility to work schedules that may include evenings, weekends, and holidays.
- Commitment to maintaining patient confidentiality and HIPAA compliance.
Nice To Haves
- Experience supporting patients within a healthcare, pharmacy, telehealth, or healthcare operations environment.
- Familiarity with prescription processing, insurance inquiries, order management, or customer support platforms.
- Experience handling escalated customer issues while maintaining a high level of professionalism.
- Ability to thrive in a fast-paced, metrics-driven customer service environment.
- Demonstrated ability to build collaborative relationships across multiple operational teams.
- Strong problem-solving skills with a proactive, patient-first approach and willingness to support team priorities as business needs evolve.
Responsibilities
- Respond promptly to patient and customer inquiries through phone and messaging channels; provide accurate information regarding prescription claims, order status, shipping updates, and general service questions; maintain a positive, empathetic, and professional customer experience in every interaction.
- Review and resolve escalated customer concerns and problem orders using internal tools and resources; identify appropriate solutions while ensuring timely issue resolution and customer satisfaction.
- Answer inbound calls from patients, customers, and insurance providers; accurately route inquiries to appropriate internal departments when necessary; communicate effectively with internal and external stakeholders to ensure continuity of care and service.
- Partner with Patient Operations and cross-functional teams to support efficient workflows and operational excellence; assist team members as needed to ensure service levels and departmental objectives are consistently met.
- Maintain strict adherence to HIPAA regulations and company confidentiality standards; handle all patient information with professionalism, discretion, and integrity while following established policies and procedures.
- Consistently meet or exceed established performance metrics and service expectations; demonstrate flexibility, accountability, and a team-first mindset by supporting operational needs and adapting to changing priorities in a fast-paced environment.
Benefits
- dental
- vision
- multiple group medical plans to choose from
- a 401(k) retirement savings plan
- group life insurance
- accidental death and dismemberment (AD&D) insurance
- flexible spending account (FSA)
- health savings account (HSA)
- commuter benefits
- employer-paid short-term (STD) and long-term disability (LTD) insurance
- additional supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program)
- flexible vacation time
- accrued paid sick time
- 10 paid holidays
- (2 floating holidays for full time non-exempt employees)
- eight weeks of paid parental leave for eligible employees
- additional paid weeks for the birthing parent
- 4 weeks paid caregiver leave
- a Lifestyle Spending Account allowance each month
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
