Patient Experience Associate

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🕒 June 29

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Conduit Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🛡️ Insurance

💼 Consulting

📦 Logistics

Insurance • Consulting • Logistics

Conduit Health is a healthcare access startup that simplifies delivery of essential durable medical equipment and supplies to patients at home. It verifies insurance eligibility (Medicare, Medicaid, commercial plans), connects patients with licensed clinicians via telehealth for prescriptions, and manages end-to-end fulfillment and monthly resupply so patients receive supplies with no out-of-pocket cost. Conduit also partners with health organizations to integrate DME fulfillment into their care workflows and reduce administrative burden.

📋 Description

• Own your queue: Respond to patient, caregiver, and provider inquiries across phone, SMS, email, and chat — managing your queue with accuracy and care. • Help patients navigate the process: Explain order status, insurance requirements, documentation needs, and next steps in clear, simple terms. • Resolve issues end-to-end: Take ownership of patient issues and follow through until resolution, coordinating across internal teams as needed. • Handle inbound and outbound calls: Support patients and caregivers through stressful or time-sensitive situations with professionalism and compassion. • Identify operational gaps: Flag recurring patient questions and workflow gaps to help the team improve processes over time. • Keep documentation accurate: Maintain clear and organized documentation so information is easy to track and nothing falls through the cracks. • Escalate thoughtfully: Recognize when issues need additional support and ensure handoffs are clear and seamless. • Work within AI-powered tools: Use AI-assisted support workflows, smart response suggestions, and automation to move faster and more consistently - and flag feedback. • Adapt as we scale: Learn new workflows, tools, and processes quickly as the business evolves.

🎯 Requirements

• 1+ years of experience in customer support, patient services, healthcare operations, or another client-facing role • Comfort managing high-volume support interactions across multiple channels simultaneously • Strong written and verbal communication skills • Ability to multitask across systems while maintaining accuracy and attention to detail • Comfort navigating multiple platforms simultaneously; experience with support tools like Intercom, Zendesk, Aircall, or AI-assisted ticketing systems is a plus • Healthcare, DME, insurance, or Medicaid/Medicare familiarity is helpful but not required — we’ll teach you what you need to know • Availability to work scheduled shifts aligned with Eastern Time business hours, with occasional flexibility for coverage as the team scales.

🏖️ Benefits

• Competitive salary with equity options. • Flexible working environment (ability to come to NYC office) • Unlimited PTO + 9 company holidays. • Direct mentorship and growth opportunities with senior leadership.