Patient Experience Specialist
$80,000–$100,000 year
Remote · United States or San Francisco, California, United States
Job Summary
Patient Experience Specialist focused on guiding patients through the genetic testing journey. You will respond to inbound inquiries across email, chat, phone, and social media; conduct outbound follow-ups; monitor shared inboxes and escalate issues to Product, Engineering, Clinical, or Lab teams; provide clear, human guidance throughout the patient journey from inquiry to results; document issues accurately and follow SOPs; track open cases to ensure nothing slips through the cracks; collaborate with clinical and laboratory partners to resolve patient-facing issues; contribute to continuous improvement of patient support processes. Key skills include exceptional written and verbal communication, multichannel support experience (Zendesk preferred), empathy, patient-first mindset, and ability to operate in a fast-paced startup environment.
Required Qualifications
- Experience with patient or customer support platforms, particularly Zendesk
- Strong written and verbal communication skills
- Comfort managing multiple channels and competing priorities
- Understand HIPAA and patient data privacy best practices (familiarity)
- Startup agility and scrappy approach to getting work done
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