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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong patient engagement and support capabilities, with a focus on effective communication, problem-solving, and adherence to healthcare standards such as HIPAA. Proficient in managing patient inquiries across multiple channels while maintaining a high level of organization and follow-through.
Highest-signal resume keywords
Patient-Facing ExperienceHIPAA KnowledgeTechnological ProficiencyExceptional Communication SkillsOrganizational Abilities
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Empathetic CommunicationActive ListeningProblem-SolvingPrioritizationReliability
Tools & Technologies
Zoom PhoneCRM PlatformsEHR SystemsZoho DeskSinch SMS
Industry Keywords
Patient PrivacyTelehealthHealthcare SupportConcierge ExperienceStandard Operating Procedures
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Remote role
- Full-time, competitive pay