Patient Experience Associate

Conduit Health

Patient Experience Associate assisting patients, caregivers, and providers at Conduit Health. Navigating healthcare processes and providing support via phone, SMS, and email.

Posted 6/29/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $55,000 - $80,000 per yearWebsite

About the role

Key responsibilities & impact

Own your queue: Respond to patient, caregiver, and provider inquiries across phone, SMS, email, and chat — managing your queue with accuracy and care.
Help patients navigate the process: Explain order status, insurance requirements, documentation needs, and next steps in clear, simple terms.
Resolve issues end-to-end: Take ownership of patient issues and follow through until resolution, coordinating across internal teams as needed.
Handle inbound and outbound calls: Support patients and caregivers through stressful or time-sensitive situations with professionalism and compassion.
Identify operational gaps: Flag recurring patient questions and workflow gaps to help the team improve processes over time.
Keep documentation accurate: Maintain clear and organized documentation so information is easy to track and nothing falls through the cracks.
Escalate thoughtfully: Recognize when issues need additional support and ensure handoffs are clear and seamless.
Work within AI-powered tools: Use AI-assisted support workflows, smart response suggestions, and automation to move faster and more consistently - and flag feedback.
Adapt as we scale: Learn new workflows, tools, and processes quickly as the business evolves.

Requirements

What you’ll need

1+ years of experience in customer support, patient services, healthcare operations, or another client-facing role
Comfort managing high-volume support interactions across multiple channels simultaneously
Strong written and verbal communication skills
Ability to multitask across systems while maintaining accuracy and attention to detail
Comfort navigating multiple platforms simultaneously; experience with support tools like Intercom, Zendesk, Aircall, or AI-assisted ticketing systems is a plus
Healthcare, DME, insurance, or Medicaid/Medicare familiarity is helpful but not required — we’ll teach you what you need to know
Availability to work scheduled shifts aligned with Eastern Time business hours, with occasional flexibility for coverage as the team scales.

Benefits

Comp & perks

Competitive salary with equity options.
Flexible working environment (ability to come to NYC office)
Unlimited PTO + 9 company holidays.
Direct mentorship and growth opportunities with senior leadership.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Patient ServicesHealthcare OperationsDocumentation ManagementIssue ResolutionOperational Gap Identification

Soft Skills

ProfessionalismCompassionAttention To DetailAdaptability