Patient Care Representative

Job description

About this role

Winona is one of the leading telemedicine companies providing HRT for women in menopause. We’ve built all of our technology in-house including an EHR, patient care admin system, patient portal, website, marketing technology etc. Winona has two compounding pharmacies and a team of in-house physicians providing world-class care via a fully vertically integrated business model. Patient Care Representative to be the frontline of our customer experience. In this vital role, you'll act as a liaison, accurately and efficiently providing product and service information, answering questions, and resolving any emerging issues for Winona's customers.

Responsibilities

• Answering patient inquiries about Winona’s products and services through text message, email and phone calls.
• Making inbound and outbound calls to answer questions or concerns while ensuring a high level of customer service in all interactions.
• Delivering information about Winona’s offerings.
• Ensuring patient satisfaction and maintaining professional patient support.
• Handling patient complaints and identifying the appropriate response and strategy to solve issues as quickly as possible.
• Keeping records of patient interactions, processing patient accounts, and filing documents.
• Assisting doctors with various requests to handle specific patient issues/questions.
• Providing excellent service to both internal department teams as well as external customers.

Qualifications and requirements

• Strong customer service experience in a remote environment.
• Excellent written and verbal English communication skills.
• English proficiency must be at C1 or C2
• Hands-on experience in Excel/Google Sheets, Word/Google Docs, email applications and other computer basics.
• Experience with Slack, JustCall, Intercom, Stripe, Calendly and Google Suite are a plus.
• Ability to manage several work platforms at once.
• Strong ability to manage time and work priorities with minimal direction.
• Experience in the healthcare or medical field is a plus.
• a personal computer and reliable internet connection for remote work.
• Availability to work Thursday–Monday, from 12:00 PM to 8:30 PM EST is required.
• Training Schedule (First 2 Weeks): Monday–Friday, 11:00 AM – 7:30 PM EST.
• Standard Shift (Post-Training): Thursday–Monday, 12:00 PM – 8:30 PM EST.