Patient Experience Specialist II

OpenLoop Health

1d•Remote

About The Position

OpenLoop is seeking a compassionate and detail-oriented Patient Experience Specialist II to join our team remotely. In this role, you will be responsible for monitoring and managing client-facing support channels while resolving high-priority patient concerns. You'll handle complex and sensitive escalations with empathy and professionalism across multiple platforms, including issues related to medications, provider or staff interactions, billing, and more. The ideal candidate is a strong communicator, highly organized, and experienced in healthcare operations. You should be comfortable navigating support systems and tools to deliver timely, empathetic, and effective solutions that improve the patient experience.

Requirements

3-5 years of experience in customer service, preferably within a telemedicine or digital health environment.
Proven ability to manage sensitive or escalated conversations with professionalism and emotional intelligence.
Working knowledge of HIPAA regulations and experience handling PHI (Protected Health Information) in a compliant manner is a plus.
Proficiency with Slack, Zoho (or other CRM/ticketing systems), EMRs, Amazon Connect, and online review management tools.
Ability to multitask and navigate multiple platforms, channels, etc, while prioritizing tasks.
Excellent verbal and written communication skills.

Responsibilities

Actively monitor and engage in Slack channels used by internal support teams to address patient-facing concerns in real time.
Investigate and resolve service related concerns, via phone or Zoho tickets, ensuring accurate tracking and effective resolution through collaboration with internal stakeholders
Address reviews on platforms like Trustpilot, Google Reviews, and similar public forums.
Conduct outbound calls and emails to follow up on escalated cases, provide status updates, or resolve outstanding concerns with clarity and empathy. Remain HIPAA compliant at all times.
Answer inbound calls that have been escalated from our inbound phone agents to provide a higher level of resolution and support to patients.
Work closely with clinical and non-clinical staff (e.g., CMAs, RNs, inbound support) to gain context and ensure a cohesive resolution path for the patient.
Other duties assigned.