Customer Experience Representative

📋 Description

• • Be the human bridge in a fragmented healthcare system. Every day you will serve as the first voice patients hear when they reach out for help and the first message clinics receive when something needs fixing. Your conversations turn confusion into clarity, fear into confidence, and delays into timely deliveries of life-sustaining supplies.
• • Own the patient journey from first hello to final resolution. You will proactively reach out to patients to confirm supply orders, verify refill eligibility, and explain insurance coverage in plain language. When a shipment is late, an item is wrong, or an authorization is denied, you will track down the root cause, communicate next steps, and follow through until the patient has what they need.
• • Master our internal command center. You will navigate VerseOS, knowledge bases, Slack channels, and ticketing systems to document every interaction with meticulous detail so that any teammate can pick up the story without missing a beat. Your notes become the single source of truth that keeps clinical, billing, and operations teams aligned.
• • Turn empathy into action. Patients facing chronic illness or post-acute recovery often juggle fear, pain, and financial strain. You will listen without rushing, validate their concerns, and translate complex policies into compassionate guidance. When a patient cannot afford an out-of-pocket cost, you will calmly walk them through payment plans, alternative products, or charity-care options.
• • Champion continuous improvement. After resolving an issue, you will flag patterns—such as repeated carrier delays or confusing insurance letters—to our product and operations teams. Your frontline insights directly influence system enhancements that prevent the next patient from experiencing the same pain point.
• • Educate and empower clinics. You will field questions from nurses, medical assistants, and office managers about order status, documentation requirements, and policy changes. By providing crystal-clear answers and proactive updates, you reduce their administrative burden so they can focus on delivering care.
• • Maintain rigorous accuracy. Whether confirming a catheter size, verifying a Medicare number, or scheduling a delivery window, you will double-check every detail. A single typo can delay critical supplies, so you treat data integrity as a life-or-death responsibility.
• • Thrive in a fast-paced, feedback-rich culture. We iterate quickly, ship updates weekly, and openly share what is working and what is not. You will join daily stand-ups, monthly retros, and cross-functional huddles where your voice shapes the roadmap.
• • Balance intensity with sustainability. During peak enrollment periods or public-health emergencies, you may log extra hours to ensure no patient is left behind. We offset these sprints with mental-health days, flexible scheduling, and a team that genuinely looks out for one another.
• • Grow alongside a mission-driven company. Within your first year you will master healthcare reimbursement workflows, sharpen your crisis-communication skills, and build relationships across payors, providers, and patients. High performers move into senior CX, training, operations, or product roles as we scale across new markets and therapeutic areas.