Patient & Provider Operations Specialist

Photon•New York, NY

7d•$120,000 - $150,000•Hybrid

About The Position

Photon gives patients ownership of prescriptions. Our platform enables clinicians to send prescriptions to patients via text, which saves them time by allowing their patients to shop between pharmacies. The vision is to help consumers save money by increasing transparency. We’re looking for a Patient & Provider Operations Specialist to support and continuously improve how Photon serves patients and providers. You’ll sit at the intersection of people, process, and product—helping patients navigate their prescriptions, supporting providers who use our tools, and identifying ways to make our workflows smoother and smarter. This role is ideal for someone who is experienced, curious, and proactive. You’ll work independently, collaborate cross-functionally with Product, Engineering, and Commercial and contribute creative solutions to new challenges as Photon scales. Success here requires empathy, strong operational judgment, and a bias toward action.

Requirements

4+ years of experience in customer or patient operations, support, or experience roles (healthtech/healthcare preferred)
Demonstrated ability to analyze and improve processes in a fast-moving environment
Comfort being customer-facing in high-stakes or emotionally charged situations; calm, empathetic, and solutions-oriented under pressure
Excellent written and verbal communication skills
Familiarity with modern support tooling (Zendesk, Intercom, HubSpot, etc.)
Experience collaborating with technical teams on workflow or product enhancements
Ability to work with limited direction and exercise sound judgment in ambiguous situations
Familiarity with or ability to quickly ramp on compliance-sensitive workflows (HIPAA, PCI, etc.)

Nice To Haves

Exposure to or interest in automation / AI-powered support tools
Prior experience coordinating with outsourced or offshore teams
Background in early- or growth-stage startups; comfort operating without rigid structure

Responsibilities

Own day-to-day inbound support for patients and providers across email, chat, and phone
Troubleshoot complex issues and partner with Product and Engineering to ensure fast, high-quality resolution
Identify recurring pain points and recommend process improvements or tooling updates
Translate feedback from patients and providers into clear, actionable insights for internal teams
Maintain and improve internal documentation and knowledge bases
Assist with onboarding and education for new providers and clinics
Coordinate with our BPO partner to ensure consistent quality and escalation handling
Operate autonomously while communicating priorities and progress to leadership