Patient Services Representative

About Willow: Willow https://www.startwillow.com is a telehealth company focused on personalized, responsible cosmetic weight loss care. We combine medical expertise with a supportive, patient-centered approach to help people feel more confident and comfortable in their bodies. Our goal is to make high-quality care accessible, thoughtful, and designed to fit real lives.

ABOUT THE ROLE

We are looking for a Patient Services Representative who is empathetic, detail-oriented, process-driven, and comfortable working in a fast-paced, highly regulated healthcare support environment. This role sits at the center of the patient experience and requires strong written communication, ownership, and accountability across multiple workflows and tools.

RESPONSIBILITIES

• Serve as a facilitator between the patient and the company, ensuring a seamless experience.
• Answering questions about the company, offering accurate information about our products and services
• Delivering information about the product.
• Ensuring patient satisfaction and maintaining professional patient support.
• Handling patient complaints and identifying the appropriate response and strategy to solve customers' issues as quickly as possible.
• Keep records of patient interactions, process patient accounts, and file documents.
• Take the extra mile to engage with patients.
• Stay updated with products, policies, and services to provide informed support.

Requirements

• 1-3+ years of experience in customer support, patient support, or a related service-driven role
• Experience supporting customers or patients via written channels such as chat, email, or ticketing systems
• Prior experience in healthcare, telehealth, pharmacy, insurance, medical offices, or other HIPAA-regulated environments is required
• Phone-based customer or patient support experience is a strong plus, especially in healthcare or service environments Nice to have:
• Experience working in telemedicine or related medical contexts.
• Experience supporting customers through the Intercom platform. What’s in it for you?
• As full-time member of our team, you’ll enjoy:
• Flexible hours
• Work wherever you choose
• Fun and casual work environment
• Employee engagement activities and virtual gatherings
• We are a diverse, global team! 🌍