Patient Experience Specialist — Healthcare Ops & Support

versemedical; New York (NY); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Hybrid work model

Career growth

Job summary

Verse Medical in New York City (Chelsea) is seeking a Customer Experience Associate to support clinics that rely on Verse Medical to care for their patients. You will handle inquiries by phone, email, and chat, troubleshoot orders, and coordinate with Ops, Billing, and CSM to resolve escalations.

This early-career role rewards problem-solving, empathy, and fast learning in a startup-like, high-growth environment.

Qualifications

• 1–3 years of experience in customer support, healthcare operations, or similar fast-paced environment.
• Strong written and verbal communication skills.
• High attention to detail and ability to manage multiple tasks.
• Comfort working in systems (G-Suite, Slack, Kustomer/Zendesk).
• A proactive, solution-oriented mindset.

Responsibilities

• Respond to inbound clinic inquiries via phone, email, and chat
• Troubleshoot order issues, product questions, shipping updates, and documentation needs
• Coordinate cross-functionally with Ops, Billing, and CSM teams to resolve escalations
• Ensure timely follow-up and clear communication with clinics
• Assist clinics with product selection, substitutions, and ordering guidance
• Support documentation collection and order processing workflows
• Identify and proactively flag at-risk orders or delays
• Maintain clean and accurate documentation in Kustomer
• Contribute to knowledge base updates and SOP documentation
• Act as a voice of the clinic and patient internally
• Escalate urgent issues appropriately and with strong ownership
• Deliver high-empathy communication in time-sensitive situations

Skills

Customer support experience

Healthcare operations experience

Written and verbal communication

Attention to detail

Multitasking

Proactive problem-solving

Tools

G-Suite

Slack

Kustomer/Zendesk

Job description

Verse Medical in New York City (Chelsea) is seeking a Customer Experience Associate to support clinics that rely on Verse Medical to care for their patients. You will handle inquiries by phone, email, and chat, troubleshoot orders, and coordinate with Ops, Billing, and CSM to resolve escalations.

This early-career role rewards problem-solving, empathy, and fast learning in a startup-like, high-growth environment.