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About Us
At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
About the Company
Our client is an early-stage telehealth company in New York State that offers online prescription peptide therapy for performance, recovery and beauty. Patients complete a medical intake, a licensed clinician reviews and prescribes, and a US pharmacy ships pre-dosed pens in 2-3 days, with video calls and messaging with a care team along the way. They work in a fast-growing, regulated space where a personal, high-touch patient experience sets them apart.
About the Role
As Customer Experience Manager, you will be the first hire in the care function. You will answer patients personally and proactively, handle billing, order and shipping issues, and make sure every clinical question reaches the right provider quickly. You never answer clinical questions yourself.
The company launched recently, so you will build the support process from the ground up. That means reviewing past tickets, finding the questions patients ask most, setting up ticket tracking and response-time metrics, and sharing ideas with leadership on how to improve the patient experience.
This role is for an independent, mid-level professional with telehealth or prescription health experience. You care about white-glove service, have a strong work ethic, and are comfortable talking with patients every day.
Key Responsibilities
Answer patient messages and tickets personally and proactively, delivering a concierge-level experience.
Triage incoming requests into commercial issues and care-related questions.
Route every clinical or treatment question to the right clinician and follow up until the patient gets an answer.
Coordinate with the third-party clinical network and the pharmacy to keep patient cases moving.
Handle prescription changes in the EMR and help patients use the patient portal.
Resolve billing, order status, shipping and fulfillment issues.
Clear the current ticket backlog and review past tickets to identify common questions.
Set up ticket tracking and response-time metrics, and build processes to monitor them going forward.
Keep a list of the most frequent patient issues and suggest improvements to leadership.
Requirements
4-6 years of experience in customer experience or patient support, with at least 2-3 years in health or telehealth.
Experience in a telehealth or prescription health business, including handling prescription questions and escalating to providers.
Proven ability to give patients a personal, proactive, patient-facing service.
Independent enough to build support processes, tracking and metrics with little guidance.
Strong written English for daily patient communication.
Available to work US Eastern Time business hours.
Nice to Have
Customer service experience in a broader healthcare setting.
Background in medical administrative support.
Experience setting up a customer support function from scratch.
Tools & Systems
EMR: managing prescription changes and patient records.
Patient portal: helping patients access their medication and prescriptions.
Compensation & Benefits
Competitive monthly compensation in USD.
100% remote opportunity for professionals based in Latin America.
Long-term contractor position.
10 days of paid time off per year.
US holidays off.