Medical Customer Support (Telehealth, Remote EU)
About The Position
We are expanding our operations in the EU and building a dedicated European Administrative Assistance team.
We are looking for an experienced Medical Customer Support who thrives on frequent communication, enjoys working closely with patients, and sees real value in delivering high-quality, empathetic service.
In this role, you will support healthcare providers and existing patients while also contributing to the development of workflows and best practices for our EU operations. You will be at the intersection of patient support, provider coordination, and clinical administration, working daily with patients, providers, and internal teams to ensure smooth telehealth operations.
This is a hands-on, communication-heavy role for someone who genuinely enjoys interacting with patients, builds trust naturally, and feels energized by helping people navigate their care. Your work will have a direct impact on patient experience, provider satisfaction, and the overall quality of our service.
Requirements
Required:
- Recent, hands-on Customer Support experience over the last 2+ years.
- Proven experience handling inbound and outbound calls in English with patients or clients.
- Strong communication skills and ability to handle complex or sensitive cases.
- High attention to detail and accuracy in documentation.
- Fluency both in English and Russian (spoken and written).
- Ability to work primarily within US Eastern Time hours (11:00-20:00 ET), with some flexibility in shift start/end times based on operational needs.
- Availability for a 5-day workweek (start day may vary based on operational needs)
- A formal medical or healthcare degree is a plus but not mandatory if you have relevant hands-on experience.
Preferred:
- Experience working with patients and/or healthcare providers.
- Experience in telehealth, mental health, or medical tech environments.
- Familiarity with prescription workflows and pharmacy coordination.
- Experience working with CRM, EMR, or healthcare platforms.
- Relevant certifications in healthcare administration.
Personal Attributes:
- Strong skills in patient communication: ability to understand concerns, identify core issues quickly, make confident decisions, and respond with clarity and care.
- High attention to detail and accuracy.
- Strong problem-solving and analytical skills.
- Ability to remain calm, professional, and service-oriented, even in challenging interactions.
- Reliable, organized, and adaptable to shifting priorities.
Technical Competencies:
- Healthcare platforms, CRM systems, and EHR.
- Communication tools (phone, email, chat, Intercom, Slack).
- Prescription management software.
- Documentation and reporting tools.
- Google Workspace; Amazon Workspaces.
- Reliable high-speed internet (min. 20 Mbps) + backup connection.
- Quiet, dedicated home office with proper equipment.
Responsibilities
Provider Support Management:
- Serve as the primary support contact for assigned healthcare providers.
- Monitor and respond to provider inquiries through internal communication channels.
- Prioritize and resolve provider concerns in a timely manner.
- Maintain ongoing communication with clinical leadership regarding provider needs and issues.
- Assist providers in sustaining efficient and compliant clinical workflows.
Patient Care Coordination:
- Manage incoming patient communications via phone, email, and chat.
- Coordinate follow-up appointments, medication requests, and care-related actions.
- Process and document patient inquiries using standardized templates and protocols.
- Facilitate verification processes and ensure accurate data collection.
- Update and maintain patient documentation within electronic medical record systems.
Pharmacy Operations:
- Coordinate pharmacy updates and prescription-related changes.
- Document medication concerns directly in the patient's medical records.
- Assist in the processing of electronic prescriptions and related tasks.
- Act as a liaison among providers, patients, and pharmacies.
- Ensure all prescription information is accurate and current.
Clinical Administration:
- Maintain accurate and up-to-date documentation within CRM and EMR systems.
- Process intake verifications and manage appointment scheduling.
- Support the creation and management of electronic prescriptions (eRx).
- Collaborate with the billing/refund team to resolve patient account issues.
- Complete daily priority tasks within established timelines and operational guidelines.
Why Join MEDvidi:
- A chance to contribute to a high-impact, product-driven company in the medical tech space.
- Clear growth opportunities and a competitive compensation package.
- Fully remote collaboration from any EU country under a B2B model.
- Health insurance is available after the probation period.
- Sports & wellness compensation.
- 19 paid vacation days annually.
- 4 additional wellness days each year.
- Paid sick leave for the first 5 working days.
- Thoughtful gifts for key life events.
- Personalized English lessons through Preply.
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