Patient Support Specialist (Tier 1)
About The Position
At MEDvidi, we are improving access to mental health care across the United States through a modern telemedicine platform.
We are looking for a Patient Support Specialist to join our team and become the first point of contact for patients. In this role, you will support patients with empathy, clarity, and ownership, helping them navigate questions related to prescriptions, pharmacies, billing, documents, and platform-related issues.
This role is ideal for someone with strong English, solid customer support experience, and the ability to stay calm and professional in a fast-paced environment.
About the Team
Our Customer Support team works at the intersection of patient care and internal operations. We serve as the first link between patients and internal teams, including prescriptions, billing, and documentation.
Our mission is to provide human, empathetic, and structured support to patients who may be in a vulnerable emotional state. We do not aim to simply close tickets. We aim to guide patients, keep them informed, reduce uncertainty, and ensure they feel supported throughout their experience with MEDvidi.
Working Schedule
- Full-time position: 5 days per week, 8-hour shifts.
- Working hours: Aligned with the US Pacific Time Zone (PT).
Possible schedules:
- Tuesday - Saturday: 10:00 AM - 6:00 PM PT.
- Wednesday - Sunday: 9:00 AM - 5:00 PM PT.
Flexibility is required: Candidates must be available to work either schedule, depending on business needs.
Training period: The training schedule may differ from the regular working schedule. Candidates must be flexible to accommodate training hours.
Responsibilities
- Handle incoming patient requests via calls, email, and chat.
- Support patients with prescriptions, pharmacies, billing, documents, and general platform-related questions.
- Escalate complex or unresolved cases to the appropriate internal teams.
- Track open cases and follow up proactively.
- Keep patients informed with clear, calm, and empathetic communication.
- Document interactions accurately in internal systems.
- Follow internal processes, SLAs, and privacy standards.
- Work closely with internal stakeholders to ensure timely case resolution.
Requirements
- Advanced (C1-C2) English proficiency is required.
- 2+ years of recent experience in customer support, patient support, or a similar client-facing remote role.
- Strong communication, problem-solving, and multitasking skills.
- Ability to stay professional in stressful or emotionally sensitive situations.
- High level of empathy, ownership, and attention to detail.
- Ability to learn new tools, workflows, medical terminology, and product logic quickly.
- Full availability to work either of the specified schedules, including weekend shifts, aligned with US Pacific Time.
- Flexibility to accommodate a different schedule during the initial training period.
- Readiness to work under a B2B contract model.
- Access to your own computer and a reliable internet connection, with the ability to work effectively in a fully remote environment.
Nice to Have
- Experience in healthcare, telemedicine, or mental health.
- Familiarity with HIPAA, EHR, or CRM systems.
- Experience supporting US customers.
What we offer
- Join a mission-driven, product-focused company in the digital health space.
- Work remotely from any EU country under a B2B model.
- Competitive compensation in USD and clear growth opportunities.
- Health bonus after the probation period.
- Sports and wellness compensation.
- 19 paid vacation days per year.
- 3 additional wellness days annually.
- Paid sick leave for the first 5 working days.
- Gifts to celebrate important life milestones.
- In-person team gatherings and corporate events.
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- Talk to our Head of MedOps
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