Patient Experience Associate

Job description

ABOUT CONDUIT HEALTH Conduit Health is transforming one of the most outdated corners of post-acute care—getting essential medical equipment and supplies into patients’ homes. We’re the first vertically integrated, AI-powered platform to unite ordering, telehealth, prescriptions, insurance, and fulfillment into one seamless experience. In seconds, case managers and providers can say “yes” to patients who would otherwise wait weeks — while we handle every step behind the scenes. THE ROLE We’re looking for a Patient Experience Associate to be on the front lines of the Conduit experience — helping patients, caregivers, and providers navigate what can often be a frustrating healthcare process. This is more than a traditional support role. We want people who are curious, proactive, and eager to solve problems end-to-end. The right person won’t just answer questions — they’ll spot broken processes, flag recurring issues, and help us continuously improve how we operate. Because we’re still early, things move fast. Priorities shift, workflows evolve, and everyone pitches in where needed. We’re looking for people who are energized by that environment, willing to roll up their sleeves, and excited to grow with the company. WHAT YOU’LL DO - 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. WHO YOU ARE - Patient-Centered: You genuinely care about helping people and bring empathy to every interaction. - Eager to learn: You pick up new systems, workflows, and healthcare concepts quickly. - Clear communicator: You explain things simply and calmly, especially to patients who may be overwhelmed or frustrated. - Organized and accountable: You stay on top of follow-ups, documentation, and details in a fast-moving environment. - Bias toward action: You’re resourceful, proactive, and willing to figure things out. - Comfortable with change: You adapt quickly as priorities, tools, and workflows evolve. - Team-oriented: You communicate openly, support teammates, and contribute positively to team culture. - Tech-curious and comfortable: You’re not intimidated by new tools or AI-assisted workflows - you pick them up quickly and think about how technology can help you do your job better. - Mission-aligned: You want your work to have a real impact on patients and families. WHAT YOU’LL BRING - 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 OUR VALUES - Excellence, Not Perfection: We set a high bar for our work and impact, but we don’t get lost in endless polish for polish’s sake. We focus on results that matter. - Urgency, Not Chaos: We move fast because speed drives our advantage. We pair urgency with clarity to avoid noise and burnout. - Systems, Not One-Offs: Every solution should eliminate the root cause so the problem never returns. Wins are good; scalable systems are better. - Committed, Not Just Here: We show up engaged, proactive, and ready to go above and beyond. The outcomes you drive are what matter most. - Crush Goals, Not Souls: We take our work seriously, but not ourselves. Be yourself, bring positivity, have fun, and laugh often. COMPENSATION & BENEFITS - 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. Equal Opportunity Conduit Health is an equal-opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.