Virtual Executive Assistant — Patient Success Operations [Remote]

Job description

🧠 ABOUT LEGION HEALTH At Legion Health, we believe everyone deserves fast, affordable, and effective mental health care, and we’re on a mission to deliver that at scale. Legion Health is a full-stack AI-native psychiatry network—our clinicians provide care directly to patients, and AI agents automate all parts of our care operations (e.g., scheduling, risk analysis, billing, etc.). Our vision? A 10X better patient experience that’s higher quality, less expensive, and more scalable than ever before. And a 10X better clinician experience that frees our providers to focus on what matters most: caring for patients. Join us as we build the future of mental health—and the highest‑quality, most efficient, and widest-reaching vehicle in healthcare. Powered by both humans and AI. 📍 ROLE LOGISTICS - Job Type: Contract - Role Type: Patient Success - Ideal Experience Level: 2+ years of experience - Location: Fully Remote - Work Hours: 1:00 PM to 9:30 PM Central Time 🚀 THE OPPORTUNITY We’re looking for a patient-focused, detail-oriented Patient Experience Representative to support patients throughout their care journey at Legion Health. This role is ideal for someone with experience supporting patients directly in a digital health / telehealth environment and who is comfortable communicating by phone and messaging while navigating healthcare workflows. We’re a fast-paced startup, so the right person is proactive, adaptable, and energized by building and improving processes as we scale. You’ll deliver exceptional patient support while coordinating the operational work that enables clinical care—reducing friction, creating clarity, and ensuring follow-through across teams. Important note on the “clinical” piece: This is a non-clinical role (you will not provide medical advice, diagnosis, or treatment). However, you’ll work closely with clinical operations—supporting patients with logistics and routing items to the clinical team with clear documentation. A clinical background or comfort with clinical language is a plus, but not required. ✅ RESPONSIBILITIES AND DELIVERABLES - Respond to patient inquiries across phone and messaging platforms with clear, accurate, and timely communication - Provide compassionate, top-notch support with a strong focus on patient satisfaction - Assist with scheduling appointments, rescheduling, and helping patients onboard - Support patient retention and outreach through follow-ups, reminders, and proactive patient check-ins - Coordinate and track clinical workflows and administrative workflows to ensure patients get what they need with minimal delays, including: Prior authorizations (collecting info, tracking status, and escalating as needed) Prescription and refill coordination (triaging requests and routing to the clinical team) FMLA / paperwork and documentation requests (intake, routing, tracking, follow-up) General administrative tasks and patient coordination across internal teams - Accurately document patient interactions to ensure proper follow-up, case tracking, and continuity of support - Identify recurring patient issues and share feedback to improve workflows and quality of service - Work closely with team members to resolve patient concerns quickly and effectively - Maintain a reliable, high-speed internet connection for smooth and consistent communication - Always aim to deliver the best experience possible for our patients 🏆 YOU’LL BE SUCCESSFUL IF YOU ARE… - Proficient in spoken and written English Calm under pressure and able to support patients with empathy—especially in sensitive situations - A quick learner who can adapt to new processes and stay up to date with changes Organized and efficient, able to manage multiple conversations without missing details - Comfortable working in a fast-paced, ever-evolving startup environment Comfortable using tools like Dialpad, Slack, Healthie (or similar platforms) Detail-oriented with strong follow-through and clear documentation habits - Comfortable partnering with clinical teams while staying firmly within a non-clinical scope 🧰 IDEAL BACKGROUND AND SKILLS - 2+ years in a patient-facing support role (behavioral health, digital health, telehealth, nursing admin, pharmacy, insurance, or similar) - Previous experience in a telehealth or call center environment is highly preferred - Familiarity with healthcare workflows (scheduling, insurance, pharmacies, documentation) - Clinical background is a plus (e.g., MA/CNA, nursing exposure, behavioral health settings, pharmacy), but not needed - The most important qualifications are patient empathy, operational execution, and clear communication 💰 COMPENSATION & BENEFITS - Hourly Compensation: $5-$15 per hour - Work Hours: 1:00 PM to 9:30 PM Central Time - Work Setup: Fully Remote - Impact: Work on something that truly matters to millions of patients and families.