Patient Experience Specialist

About OpenLoopOpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring healing anywhere. Our tele-health support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.Our Company CultureWe have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.  About the RoleOpenLoop is seeking a compassionate and detail-oriented Patient Experience Specialist to join our team remotely or at our HQ in Des Moines, IA. In this role, you will be responsible for monitoring and managing client-facing support channels while resolving high-priority patient concerns. You'll handle complex and sensitive escalations with empathy and professionalism across multiple platforms, including issues related to medications, provider or staff interactions, billing, and more.The ideal candidate is a strong communicator, highly organized, and experienced in healthcare operations. You should be comfortable navigating support systems and tools to deliver timely, empathetic, and effective solutions that improve the patient experience.  What You'll DoActively monitor and engage in Slack channels used by internal support teams to address patient-facing concerns in real time.Investigate and resolve service related concerns, via phone or Zoho tickets, ensuring accurate tracking and effective resolution through collaboration with internal stakeholdersAddress reviews on platforms like Trustpilot, Google Reviews, and similar public forums.Conduct outbound calls and emails to follow up on escalated cases, provide status updates, or resolve outstanding concerns with clarity and empathy. Remain HIPAA compliant at all times.Answer inbound calls that have been escalated from our inbound phone agents to provide a higher level of resolution and support to patients.Work closely with clinical and non-clinical staff (e.g., CMAs, RNs, inbound support) to gain context and ensure a cohesive resolution path for the patient.Other duties assigned.  Who You AreBachelor’s degree in Communication, Business or related fields is preferred.3-5 years of experience in customer service, preferably within a telemedicine or digital health environment.Proven ability to manage sensitive or escalated conversations with professionalism and emotional intelligence.Working knowledge of HIPAA regulations and experience handling PHI (Protected Health Information) in a compliant manner is a plus.Proficiency with Slack, Zoho (or other CRM/ticketing systems), EMRs, Amazon Connect, and online review management tools.Ability to multitask and navigate multiple platforms, channels, etc, while prioritizing tasks.Excellent verbal and written communication skills.    Our BenefitsIn addition, for salaried positions you would also be eligible for:Medical, Dental, and Vision plansFlexible Spending/Health Savings AccountsFlexible PTO401(k) + Company MatchLife Insurance, Pet insurance, and moreSound like a good fit? We’d love to meet you.