Concierge Specialist – Patient Support Coordinator

🔥 1 hour ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Shapely

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

💼 Consulting

🍽️ Food & Beverage

🏥 Healthcare

Consulting • Food & Beverage • Healthcare

Shapely is a telehealth company focused on providing affordable weight loss solutions guided by medical experts. They offer personalized weight loss programs that include access to expert consultations, prescription medications, and ongoing support through their app. Shapely's approach emphasizes a whole-person view of weight loss, aiming to improve overall health and well-being.

📋 Description

• Answer inbound phone calls and respond to patient inquiries through email, chat, SMS, and other communication channels • Serve as a point of contact for questions related to care, medications, appointments, billing, accounts, and general program support • Provide basic medication information within role scope and route clinical questions to providers or clinical teams • Manage patient support tickets and requests from start to finish according to standard operating procedures • Monitor and respond to Instant Messages, Zoho Desk tickets, and Sinch SMS • Coordinate follow-ups with pharmacies, patients, and insurance providers • Make outbound calls as needed to resolve concerns and ensure follow-through • Assist with scheduling, rescheduling, billing questions, account concerns, and administrative needs • Document patient interactions, actions taken, and follow-up needs accurately • Coordinate with Prior Authorization, Admin, Billing, Medication, and clinical teams • Assist providers with patient-related questions, follow-up requests, and administrative tasks • Follow up on open requests and maintain ownership until resolution or appropriate handoff • Proactively check in with patients to support retention and satisfaction • Identify at-risk or dissatisfied patients and escalate or route concerns appropriately • Contribute to documentation, FAQs, SOPs, and training materials • Identify recurring patient concerns and opportunities to improve the Concierge experience

🎯 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 • 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 • 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 • Passion for health and wellness and commitment to Shapely's mission • Ability to work aligned with the PST time zone • Strong prioritization skills and ability to manage multiple tasks and patient requests simultaneously • Ability to take ownership of patient requests through resolution or appropriate handoff • Ability to understand and follow company processes and standard operating procedures • Willingness to work assigned shifts, including occasional weekend coverage

🏖️ Benefits

• Remote role • Full-time, competitive pay