Patient Support Specialist  

As our Patient Support Specialist, you will be at the front-line of Remedy and will provide chat-based support for Remedy’s patients and customers.

This is a role designed for growth - we’d like to start you as a Specialist working closely with our consultants (part-timers) and grow you into a lead as you take on responsibilities and demonstrate excellence in performance.

This role will be hybrid with at least 2 days per week in the clinic and the rest of the time as work-from-home.

Schedule is Thursday - Monday (Tuesday and Wednesday are off days) and hours are clinic hours.

Key Responsibilities:

• Handle, triage and answer inbound customer messages on our social media, text and web channels
• Coordinate with the clinic teams and management on potentially problematic patients and ensure these issues are handled and resolved
• Manage the schedule of availability of our patient support consultants who will be a part of your team to ensure we have sufficient coverage
• Audit and optimize the patient journey to ensure we have a seamless booking experience across all of our channels
• Monitor, track and report daily volumes of inquiries, appointments and completed bookings
• Build and maintain the knowledge base so we have a standard response for common inquiries
• Audit and monitor our consultant replies to ensure accuracy of messages
• Design a post care survey to solicit feedback on the patient experience
• Lead the outreach from patients who have complete treatments to solicit Google Reviews

• At least 1 year experience in customer service or virtual roles
• Passionate about skincare
• Excellent English verbal and written communication skills
• Empathetic and problem-solving mindset
• Proficient with social media platforms (Instagram, Facebook, Google Reviews) and online tools (Notion, Google Workspace)
• Extremely organized and great time management
• Amenable to work from our clinic at least 2 days per week
• Amenable to work Thursdays-Mondays