Note: The job is a remote job and is open to candidates in USA. Legion Health is a full-stack AI-native psychiatry network dedicated to providing fast, affordable, and effective mental health care. They are seeking a detail-oriented Patient Experience Representative to support patients throughout their care journey, focusing on exceptional patient support and operational coordination while working closely with clinical teams in a non-clinical capacity.
Responsibilities
- Respond to patient inquiries across phone and messaging platforms with clear, accurate, and timely communication
- Provide compassionate, top-notch support with a strong focus on patient satisfaction
- Assist with scheduling appointments, rescheduling, and helping patients onboard
- Support patient retention and outreach through follow-ups, reminders, and proactive patient check-ins
- Coordinate and track clinical workflows and administrative workflows to ensure patients get what they need with minimal delays, including: Prior authorizations (collecting info, tracking status, and escalating as needed) Prescription and refill coordination (triaging requests and routing to the clinical team) FMLA / paperwork and documentation requests (intake, routing, tracking, follow-up) General administrative tasks and patient coordination across internal teams
- Accurately document patient interactions to ensure proper follow-up, case tracking, and continuity of support
- Identify recurring patient issues and share feedback to improve workflows and quality of service
- Work closely with team members to resolve patient concerns quickly and effectively
- Maintain a reliable, high-speed internet connection for smooth and consistent communication
- Always aim to deliver the best experience possible for our patients
Skills
- 2+ years in a patient-facing support role (behavioral health, digital health, telehealth, nursing admin, pharmacy, insurance, or similar)
- Proficient in spoken and written English
- Calm under pressure and able to support patients with empathy—especially in sensitive situations
- A quick learner who can adapt to new processes and stay up to date with changes
- Organized and efficient, able to manage multiple conversations without missing details
- Comfortable working in a fast-paced, ever-evolving startup environment
- Comfortable using tools like Dialpad, Slack, Healthie (or similar platforms)
- Detail-oriented with strong follow-through and clear documentation habits
- Comfortable partnering with clinical teams while staying firmly within a non-clinical scope
- Previous experience in a telehealth or call center environment is highly preferred
- Familiarity with healthcare workflows (scheduling, insurance, pharmacies, documentation)
- Clinical background is a plus (e.g., MA/CNA, nursing exposure, behavioral health settings, pharmacy), but not needed
Benefits
- Work Hours: 1:00 PM to 9:30 PM Central Time
- Work Setup: Fully Remote
- Impact: Work on something that truly matters to millions of patients and families.
Company Overview