Patient Services Representative

<p style="min-height:1.5em"><em><strong>This is a fully remote role.</strong></em><br><br><strong>About Willow:</strong></p><p style="min-height:1.5em"><a target="_blank" rel="noopener noreferrer nofollow" href="https://www.startwillow.com">Willow</a> is a telehealth company focused on personalized, responsible cosmetic weight loss care. We combine medical expertise with a supportive, patient-centered approach to help people feel more confident and comfortable in their bodies. Our goal is to make high-quality care accessible, thoughtful, and designed to fit real lives.</p><p style="min-height:1.5em"></p><h2><strong>About the role:</strong></h2><p style="min-height:1.5em">We are looking for a Patient Services Representative who is empathetic, detail-oriented, process-driven, and comfortable working in a fast-paced, highly regulated healthcare support environment. This role sits at the center of the patient experience and requires strong written communication, ownership, and accountability across multiple workflows and tools.</p><p><br class="ProseMirror-trailingBreak"></p><h2><strong>Responsibilities:</strong></h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Serve as a facilitator between the patient and the company, ensuring a seamless experience. </p></li><li><p style="min-height:1.5em">Answering questions about the company, offering accurate information about our products and services </p></li><li><p style="min-height:1.5em">Delivering information about the<strong> </strong>product.</p></li><li><p style="min-height:1.5em">Ensuring patient satisfaction and maintaining professional patient support.</p></li><li><p style="min-height:1.5em">Handling patient complaints and identifying the appropriate response and strategy to solve customers' issues as quickly as possible.</p></li><li><p style="min-height:1.5em">Keep records of patient interactions, process patient accounts, and file documents.</p></li><li><p style="min-height:1.5em">Take the extra mile to engage with patients.</p></li><li><p style="min-height:1.5em">Stay updated with products, policies, and services to provide informed support. </p></li></ul><p style="min-height:1.5em"><strong>Requirements:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">1-3+ years of experience in customer support, patient support, or a related service-driven role</p></li><li><p style="min-height:1.5em">Experience supporting customers or patients via written channels such as chat, email, or ticketing systems</p></li><li><p style="min-height:1.5em">Prior experience in healthcare, telehealth, pharmacy, insurance, medical offices, or other HIPAA-regulated environments is required</p></li><li><p style="min-height:1.5em">Phone-based customer or patient support experience is a strong plus, especially in healthcare or service environments</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>Nice to have:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Experience working in telemedicine or related medical contexts.</p></li><li><p style="min-height:1.5em">Experience supporting customers through the Intercom platform. </p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>What’s in it for you?</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">As full-time member of our team, you’ll enjoy:</p></li><li><p style="min-height:1.5em">Flexible hours</p></li><li><p style="min-height:1.5em">Work wherever you choose</p></li><li><p style="min-height:1.5em">Fun and casual work environment</p></li><li><p style="min-height:1.5em">Employee engagement activities and virtual gatherings</p></li><li><p style="min-height:1.5em">We are a diverse, global team! 🌍 </p></li></ul><p><br class="ProseMirror-trailingBreak"></p>