Patient Experience Representative

Job description

# **Our Mission:** Hospital-Quality Care, Everywhere. The healthcare industry still relies on faxes and phone tags to coordinate critical care for patients at home. We think patients and the clinicians who serve them deserve better than a system stuck in 1995. Verse Medical is building the modern software infrastructure to make it happen. We're a well-funded Series C company (backed by General Catalyst, SignalFire, and Sapphire Ventures) on a mission to heal a fragmented system. Our platform connects the dots between providers, payors, and patients, ensuring people get the high-quality care they need, reliably and right where they live. We’re growing fast and looking for people who are driven by this mission to join us! # **Our Values:** The Principles That Guide Us Our values are the operating system for how we work together and with our partners. They aren't just words on a wall; they are the principles we bring to every decision, every day. - **We are transparent, upfront and direct.** We operate with honesty and clarity. We share information openly, the good and the bad, and believe that direct, respectful feedback is the foundation of trust and progress. - **We value speed of iteration.** We are building something new, which means we learn by doing. We prioritize rapid iteration and getting solutions into the hands of users, believing that progress is more valuable than perfection. - **We give 110% effort, 30% of the time.** We are passionate about our mission, and there are moments that require us to go the extra mile. We believe in focused intensity when it counts, balanced by a sustainable pace that keeps our team energized for the long run. - **We empathize with customers to a fault.** When our users face a problem, we own it. Instead of asking them to change, we ask ourselves, *"How can we make this better?"* We believe true innovation comes from deep empathy and a relentless focus on solving the real-world challenges of healthcare. **Your Impact: How You'll Help Us Heal a Broken System**As a Patient Experience (PX) Representative at Verse Medical, you are the frontline for supporting patients and clinics with medical supply orders. Your primary goal is to ensure every patient receives the right supplies, on time, and with clear guidance. You will handle inquiries about insurance coverage, product eligibility, delivery schedules, and returns, all while maintaining a high level of empathy and professionalism. **Key Responsibilities:** - Serve as the first point of contact for patients and clinics via phone, email, and messaging platforms. - Patient outreach to provide accurate guidance on supply orders - Provide accurate guidance on supply orders, refill eligibility, and insurance coverage. - Troubleshoot and resolve patient issues, including delayed shipments, incorrect items, or insurance denials. - Escalate complex cases to operations, billing, or management as needed. - Document interactions clearly in internal systems to ensure continuity of care and information. - Educate patients on company policies, out-of-pocket options, and clinic coordination. **Skills & Qualities:** - Strong communication skills and the ability to explain complex information simply. - Empathy and patience in dealing with patients experiencing medical challenges. - Attention to detail for order accuracy and documentation. - Ability to work with internal teams and external clinics to resolve issues efficiently. - Comfort using digital systems (VerseOS, knowledge bases, Slack, etc.) to access and record information. **Impact:** PX Representatives ensure patients receive timely and accurate care by facilitating smooth communication between patients, clinics, and Verse Medical’s internal teams. You help build trust in the company while improving patient outcomes and satisfaction. **Hours**: 10 AM - 6 PM EST ## **Common Questions You’ll Handle** **Insurance & Coverage** - Why was my order covered last time but not now? - Does my insurance cover [specific item]? - Can I get a product not listed on my clinic’s order? **Refills & Eligibility** - When is my next shipment eligible? - Why do I get multiple shipments at different times? - Can all my supplies be shipped together? **Product Questions** - What sizes of compression garments do you have? - How many ostomy pouches can I get at once? - Can I return an item if it doesn’t fit? **Billing & Out-of-Pocket** - Why is there an OOP price for this item? - What happens if insurance denies coverage? - How do I submit a claim for workers’ comp? **Shipping & Returns** - I didn’t receive part of my order — what happened? - How do I return or exchange an item? - My package was missing/stolen — what do I do? ### **Tips** - **Check Resources first** for answers before responding. - Always use **patient-friendly language**. - Document every interaction **clearly and fully**. - **Escalate** complex cases to Support Ops, Billing, or your team lead. # **Our Pledge for an Equitable Future** At Verse Medical, our mission is to deliver equitable, hospital-quality care to everyone, regardless of their background or where they live. We can only achieve this if our own team reflects the diversity of the patients we serve. We are committed to building a workplace where everyone feels a sense of belonging, where their contributions are valued, and where they can do their best work. We embrace diversity of all kinds: race, gender, age, religion, identity, experience. We are actively working to build a more inclusive and equitable world, starting from within our own walls. We are an equal opportunity employer. We are also committed to providing a positive and accessible interview experience. If you require any accommodations to participate in our process, please contact us at [recruiting@versemedical.com](mailto:recruiting@versemedical.com).