Concierge Specialist - Patient Support Coordinator

This is a remote position.

Job Description

As a Concierge Specialist at Shapely, you will be the primary point of contact for our existing patients, delivering the high-touch, personalized support that defines the Shapely experience. Your primary responsibilities will include:

1. Patient Support

• Answering inbound phone calls and responding to patient inquiries through email, chat, SMS, and other communication channels.
• Serving as a warm, knowledgeable point of contact for patient questions related to their care, medications, appointments, billing, account, and general program support.
• Providing general information and support regarding basic medication questions within the scope of the Concierge Specialist role, and appropriately routing clinical questions to the provider or clinical team.
• Managing patient support tickets and requests from start to finish, following established standard operating procedures to ensure accurate and timely resolution. Responsibilities include monitoring and responding to Instant Messages (IMs), Zoho Desk tickets, and Sinch SMS; coordinating follow-ups with pharmacies, patients, and insurance providers; and making outbound calls as needed to resolve concerns and ensure appropriate follow-through.
• Assisting patients with scheduling, rescheduling, billing questions, account concerns, and other administrative needs.
• Documenting patient interactions, actions taken, and follow-up needs accurately in the appropriate systems.

2. Care Coordination

• Coordinating with Prior Authorization, Admin, Billing, Medication, and clinical teams to help resolve patient issues that require cross-functional support.
• Assisting providers with patient-related questions, follow-up requests, and administrative tasks as needed.
• Communicating with providers and internal teams to ensure patient concerns are addressed appropriately and timely.
• Recognizing questions or concerns that require clinical guidance and ensuring they are routed to the appropriate provider or clinical team.
• Following up on open requests and maintaining ownership until the issue is resolved or appropriately handed off.
• Proactively checking in with patients at key points in their journey to support retention and satisfaction.
• Identifying at-risk or dissatisfied patients early and escalating or routing concerns appropriately.

3. Patient Experience

• Contributing to documentation, FAQs, SOPs, and training materials that improve patient support quality and consistency
• Helping identify recurring patient concerns and opportunities to improve the overall Concierge experience.

Requirements

Requirements

• Previous experience in a patient-facing or customer support role, preferably in a healthcare or telehealth environment.

• Exceptionally warm, empathetic communication style with strong active listening skills.

• Comfortable managing a high volume of inbound inquiries across multiple channels.

• Previous experience in a similar role, preferably in a healthcare or telehealth environment.

• Technologically proficient and comfortable learning new software, including Zoom Phone, CRM platforms, and EHR systems.

• Reliable, accountable, and able to work effectively both independently and as part of a team.

• Quick learner, able to grasp the nuances of our business to be successful in the role.

• Knowledge of HIPAA, PHI, and patient privacy (training also provided).

• Exceptional command of English, written and verbal.

• Exceptional communication skills and the ability to empathetically engage with patients.

• Strong organizational and problem-solving abilities.

• Great team player.

• A passion for health and wellness and a commitment to Shapely's mission.

• Ability to work aligned with the PST time zone.

• Prioritization

• Strong organizational and prioritization skills, with the ability to manage multiple tasks and patient requests simultaneously.

• Ownership

• Strong problem-solving skills and the ability to take ownership of patient requests through resolution or appropriate handoff.

• Reliability & accountability

• Reliable, accountable, and able to work effectively both independently and as part of a team

• SOP/process adherence

• Quick learner who can understand and follow company processes and standard operating procedures.

• Weekend/shift expectation

• Willingness to work assigned shifts, including occasional weekend coverage.

Operation Hours ( Pacific Standard Time )

• Monday to Sunday, 4 shifts ( 6 am - 3 pm, 7 am - 4 pm, 8 am - 5 pm, 9 am - 6pm)
• Saturday ( 8 am - 5 pm) (2 rotating assigned Coordinators)

Benefits

Benefits

• Remote role.
• Full-time, competitive pay.