Concierge Specialist - Patient Support Coordinator

Zohorecruit; Polska; Hybrid; PLN 164,000 - 250,000; Full time

Job summary

Shapely is transforming weight loss care with physician-led, accessible programs and patient-focused support. This remote Concierge Specialist role centers on serving as the primary contact for patients, handling inquiries across calls, email, chat, and SMS, and guiding them through care, scheduling, and billing with strict privacy compliance.

You will collaborate with administrative and clinical teams to resolve issues, document interactions, and ensure timely follow-up, while maintaining

Qualifications

• Previous experience in a patient-facing or customer support role, preferably in healthcare or telehealth.
• Exceptional communication skills with the ability to engage empathetically with patients.
• Comfortable managing a high volume of inquiries across multiple channels.
• Knowledge of HIPAA, PHI and patient privacy (training provided).

Responsibilities

• Answer inbound calls and respond to inquiries via email, chat, SMS and other channels.
• Serve as a warm, knowledgeable contact for patient questions related to care, scheduling, billing and program support.
• Route clinical questions to the provider or clinical team as appropriate.
• Manage support tickets across systems and coordinate follow-ups with pharmacies and insurers.
• Document interactions and follow-up needs in the system.
• Coordinate with Billing, Admin, Medication and clinical teams to resolve issues.
• Proactively check in with patients to support retention and satisfaction.

Skills

Empathy

Active listening

Multichannel support

English proficiency

Tools

Zoom Phone

CRM platforms

EHR systems

Job description

Concierge Specialist - Patient Support Coordinator

Shapely is transforming the weight loss industry through an innovative physician-led approach that makes weight loss care affordable for everyone. With evidence-based care, industry-leading support, and a seamless integrated app, we're pioneering a new approach toweight loss that helps patients achieve long-lasting, sustainable weight loss. We're steadfast in our mission to help millions of Americans along their weight loss journey. Join us in shaping a company that will help improve the most important thing in all of our lives: our health.

Job Description

This is a remote position.

Job Description

As a Concierge Specialist at Shapely, you will be the primary point of contact for our existing patients, delivering the high-touch, personalized support that defines the Shapely experience. Your primary responsibilities will include:

Answering inbound phone calls and responding to patient inquiries through email, chat, SMS, and other communication channels.

Serving as a warm, knowledgeable point of contact for patient questions related to their care, medications, appointments, billing, account, and general program support.

Providing general information and support regarding basic medication questions within the scope of the Concierge Specialist role, and appropriately routing clinical questions to the provider or clinical team.

Managing patient support tickets and requests from start to finish, following established standard operating procedures to ensure accurate and timely resolution. Responsibilities include monitoring and responding to Instant Messages (IMs), Zoho Desk tickets, and Sinch SMS; coordinating follow-ups with pharmacies, patients, and insurance providers; and making outbound calls as needed to resolve concerns and ensure appropriate follow-through.

Assisting patients with scheduling, rescheduling, billing questions, account concerns, and other administrative needs.

Documenting patient interactions, actions taken, and follow-up needs accurately in the appropriate systems.

2. Care Coordination

Coordinating with Prior Authorization, Admin, Billing, Medication, and clinical teams to help resolve patient issues that require cross-functional support.

Assisting providers with patient-related questions, follow-up requests, and administrative tasks as needed.

Communicating with providers and internal teams to ensure patient concerns are addressed appropriately and timely.

Recognizing questions or concerns that require clinical guidance and ensuring they are routed to the appropriate provider or clinical team.

Following up on open requests and maintaining ownership until the issue is resolved or appropriately handed off.

Proactively checking in with patients at key points in their journey to support retention and satisfaction.

Identifying at-risk or dissatisfied patients early and escalating or routing concerns appropriately.

Contributing to documentation, FAQs, SOPs, and training materials that improve patient support quality and consistency

Helping identify recurring patient concerns and opportunities to improve the overall Concierge experience.

Requirements

Requirements

Previous experience in a patient-facing or customer support role, preferably in a healthcare or telehealth environment.

Exceptionally warm, empathetic communication style with strong active listening skills.

Comfortable managing a high volume of inbound inquiries across multiple channels.

Previous experience in a similar role, preferably in a healthcare or telehealth environment.

Technologically proficient and comfortable learning new software, including Zoom Phone, CRM platforms, and EHR systems.

Reliable, accountable, and able to work effectively both independently and as part of a team.

Quick learner, able to grasp the nuances of our business to be successful in the role.

Knowledge of HIPAA, PHI, and patient privacy (training also provided).

Exceptional command of English, written and verbal.

Exceptional communication skills and the ability to empathetically engage with patients.

Strong organizational and problem-solving abilities.

Great team player.

A passion for health and wellness and a commitment to Shapely's mission.

Ability to work aligned with the PST time zone.

Strong organizational and prioritization skills, with the ability to manage multiple tasks and patient requests simultaneously.

Ownership

Strong problem-solving skills and the ability to take ownership of patient requests through resolution or appropriate handoff.

Reliability & accountability

Reliable, accountable, and able to work effectively both independently and as part of a team

SOP/process adherence

Quick learner who can understand and follow company processes and standard operating procedures.

Willingness to work assigned shifts, including occasional weekend coverage.

Operation Hours ( Pacific Standard Time )

Monday to Sunday, 4 shifts ( 6 am - 3 pm, 7 am - 4 pm, 8 am - 5 pm, 9 am - 6pm)

Saturday ( 8 am - 5 pm) (2 rotating assigned Coordinators)