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OpenLoop is a telehealth support solutions company seeking a Patient Experience Specialist II to join their remote team. In this role, you will monitor and manage client-facing support channels while resolving high-priority patient concerns with empathy and professionalism.
Key responsibilities include actively monitoring Slack channels used by internal support teams to address patient-facing concerns in real time; investigating and resolving service-related concerns via phone or Zoho tickets with accurate tracking and effective resolution through collaboration with internal stakeholders; addressing reviews on platforms like Trustpilot and Google Reviews; conducting outbound calls and emails to follow up on escalated cases and provide status updates; answering inbound calls escalated from phone agents to provide higher-level resolution; and working closely with clinical and non-clinical staff (CMAs, RNs, inbound support) to ensure cohesive resolution paths for patients. You must remain HIPAA compliant at all times.
The ideal candidate brings 3-5 years of customer service experience, preferably in telemedicine or digital health environments. You should demonstrate proven ability to manage sensitive or escalated conversations with professionalism and emotional intelligence. Working knowledge of HIPAA regulations and experience handling PHI is a plus. You need proficiency with Slack, Zoho or similar CRM/ticketing systems, EMRs, Amazon Connect, and online review management tools. Strong multitasking abilities across multiple platforms and channels, with excellent verbal and written communication skills, are essential.
OpenLoop was co-founded by CEO Dr. Jon Lensing and COO Christian Williams with the vision to bring care anywhere. The company operates a relatively flat organizational structure with core values of Autonomy, Competence, and Belonging, empowering employees to bring ideas to the table and make things happen.
