Patient Services Lead

About Willow:

Join us at Willow to revolutionize the weight loss journey with a sustainable, patient-centric approach. We specialize in prescribing GLP-1 medications like Semaglitude and Tirzepatide, which support effective weight management without restrictive diets. 

At Willow, we empower individuals to achieve their weight loss goals through a nourishing, high-protein diet while keeping care affordable. Our programs prioritize accessibility and convenience, allowing patients to enroll easily and receive personalized evaluations from board-certified doctors from the comfort of their homes. 

About the role:

We are looking for a dedicated and proactive Patient Services Lead to join our company venture, Willow. In this full-time position, you will oversee patient support operations, train new and existing staff, and ensure high standards of service delivery. You will have the opportunity to showcase your leadership skills, attention to detail, and a strong background in customer service within a healthcare environment. 

Seniority Level: Senior Level

Responsibilities:

• Training & Development:

  • Assist with the onboarding and training of new customer service representatives.

  • Provide ongoing training to existing staff to expand their skills and competencies. 

  • Identify employee training needs and work with management to implement appropriate training plans. 

• Operational Oversight:

  • Monitor daily activity across all customer service platforms to ensure efficient and effective service coverage.

  • Assign staff to specific areas based on workload demands and ensure that patient needs are met promptly.

  • Track and oversee staff clock-in and clock-out times, ensuring adherence to schedules, break times, and shift changes.

• Quality Control & Escalations:

  • Handle patient escalations and provide resolutions during assigned shifts, maintaining a professional and empathetic demeanor.

  • Review and make decisions on discounts, credits, or refunds, balancing customer satisfaction with company policy.

  • Monitor relevant Slack channels for proper tagging, responses, and message placement to ensure seamless communication.

• System Management:

  • Identify, troubleshoot, and report any administrative system issues or bugs to the technical team.

  • Collaborate with other departments to resolve system-related challenges and improve operational efficiency.

Requirements:

• Proven experience in a leadership role within a customer service environment, preferably in healthcare or a related field.

• Strong English communication and interpersonal skills with a customer-centric mindset.

• Ability to manage multiple priorities and remain calm under pressure.

• Problem-solving skills and the ability to identify areas for improvement.

• Familiarity with customer service platforms, CRM tools, and communication channels like Slack.

• Availability to work under EST timezone.

Nice-to-haves: 

• Familiarity with Intercom or similar tools. 

• Experience working in the medical field.

What’s in it for you?

As a full-time member of our team, you’ll enjoy:

• Work wherever you choose.

• Unlimited PTO.

• Non-working holidays per country of residence.

• Salary increases and performance-based bonuses.

• Referral bonuses.

• Financial support for online courses.

• Fun and casual work environment.

• Employee engagement activities and virtual gatherings.

• We are a diverse, global team! 🌍

Important Notice

To ensure the legitimacy of job opportunities, we strongly recommend that you solely rely on positions posted here on our official website: outliant.com/careers.

All our current job openings require video interviews conducted in either or both synchronous (via Google Meet) and asynchronous (via Willo) formats. Kindly refrain from accepting offers that appear suspicious. For any inquiries or concerns, feel free to reach out to us via email at recruitment@outliant.com.

Please be assured that we are fully committed to maintaining integrity in our hiring process.