Patient Experience Agent

About the role:

As a Patient Experience Agent, you will provide empathetic, efficient, and solution-oriented support for patients across various communication channels, including phone, email, text, and chat. You will be responsible for addressing patient inquiries, managing scheduling and rescheduling, handling payment concerns, and ensuring patients have a positive experience. In this role, you will ensure compliance with HIPAA regulations, demonstrate strong attention to detail, and quickly resolve or escalate issues when necessary.

The ideal candidate is organized, tech-savvy, and deeply committed to providing top-tier service, balancing speed and accuracy while adhering to company policies and procedures.

At K-Health, we believe that spending time together in the office fosters innovation, strengthens bonds, and drives greater success. Candidates who live near our New York City headquarters or our Indianapolis Call Center are expected to work in the office up to four days per week.

What you'll be doing:

• Provide empathetic and accurate support to patients via inbound and outbound phone, email, and chat.
• Manage patient scheduling, rescheduling, payment questions, which may include but is not limited to payment refunds, payment disputes, and subscription management.
• Triage patient and clinician inquiries and escalate when appropriate.
• Assist in management of patient queue and monitor clinician’s on shift performance.
• Maintain HIPAA compliance at all times.
• Work collaboratively with internal teams to solve for the patient.
• Provide accurate support to clinicians as needed including patient outreach.
• Support patients and clinicians by troubleshooting technical issues and escalating when appropriate. 
• Meet performance goals, time to resolution, patient satisfaction, expected handle time, while meeting agent productivity standards
• Provide a best in class patient experience
• Complete additional operational tasks or special assignments as needed and at the discretion of the Department Leader, Practice Manager, Supervisor, or designated Shift Lead.

What we're looking for:

• 1+ years of experience in customer or patient support in a fast-paced environment.
• Strong written and verbal communication skills.
• Highly organized, detail-oriented, and capable of multitasking.
• Demonstrated ability to problem-solve and think critically.
• A proactive team player with a passion for improving patient experiences.
• Knowledge of HIPAA guidelines and experience in a healthcare setting is a plus.
• Able to work evening, weekend, and holiday hours as scheduled.
• Tech-savvy, with proficiency in CRM tools like Salesforce is a plus.

Benefits & Perks:  #LI-Hybrid

• Hybrid work schedule with weekly lunches and stocked fridges 
• Monthly social committees for company events
• 18 vacation days, 9 company holidays, 5 sick days, and 2 personal days 
• Stock options for every full-time employee 
• Paid parental leave
• 401k benefit
• Commuter Benefits 
• Competitive health, dental, and vision insurance options