Patient Experience Specialist II

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OpenLoop

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

💼 Consulting

⚖️ Legal

📦 Logistics

💰 $15M Series A - OpenLoop Health on 2023-03

Consulting • Legal • Logistics

OpenLoop is a white-label telehealth platform and managed services provider that helps organizations launch and scale virtual care programs. It combines SaaS-based, brandable technology (scheduling, booking, payments, EHR/API integrations) with clinical staffing, credentialing, payer coverage and RCM, regulatory/legal support, and 24/7 patient support. OpenLoop serves health plans, hospitals and health systems, retailers, employers and digital health companies with AI-powered operations, a nationwide clinician network and broad insurance coverage including Medicare and Medicaid.

📋 Description

• 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 • Track cases accurately and collaborate with internal stakeholders to achieve effective resolution • Address reviews on Trustpilot, Google Reviews, and similar public forums • Conduct outbound calls and emails for escalated cases, status updates, and outstanding concerns • Remain HIPAA compliant while handling patient concerns • Answer inbound calls escalated from inbound phone agents • Collaborate with clinical and non-clinical staff, including CMAs, RNs, and inbound support, to establish context and cohesive resolution paths • Perform other duties as assigned

🎯 Requirements

• 3–5 years of experience in customer service, preferably in telemedicine or digital health • Proven ability to manage sensitive or escalated conversations professionally and with emotional intelligence • Working knowledge of HIPAA regulations and experience handling PHI compliantly is a plus • Proficiency with Slack • Proficiency with Zoho or other CRM/ticketing systems • Proficiency with EMRs • Proficiency with Amazon Connect • Proficiency with online review management tools • Ability to multitask and navigate multiple platforms and channels while prioritizing tasks • Excellent verbal and written communication skills

🏖️ Benefits

• Medical, Dental, and Vision plans • Flexible Spending/Health Savings Accounts • Flexible PTO • 401(k) + Company Match • Life Insurance • Pet insurance • Flat organizational structure • Encouragement to bring ideas to the table and make things happen • Autonomy, Competence and Belonging culture