Patient Care Representative

About Winona:

Winona is one of the leading telemedicine companies providing HRT for women in menopause. We’ve built all of our technology in-house including an EHR, patient care admin system, patient portal, website, marketing technology etc. Winona has two compounding pharmacies and a team of in-house physicians providing world-class care via a fully vertically integrated business model.

About the role:

Winona is seeking a full-time, remote Patient Care Representative to be the frontline of our customer experience. In this vital role, you'll act as a liaison, accurately and efficiently providing product and service information, answering questions, and resolving any emerging issues for Winona's customers.

Seniority Level: Entry-Mid Level

Responsibilities:

• Answering patient inquiries about Winona’s products and services through text message, email and phone calls.

• Making inbound and outbound calls to answer questions or concerns while ensuring a high level of customer service in all interactions.

• Delivering information about Winona’s offerings.

• Ensuring patient satisfaction and maintaining professional patient support.

• Handling patient complaints and identifying the appropriate response and strategy to solve issues as quickly as possible.

• Keeping records of patient interactions, processing patient accounts, and filing documents.

• Assisting doctors with various requests to handle specific patient issues/questions.

• Providing excellent service to both internal department teams as well as external customers.

Requirements:

• Strong customer service experience in a remote environment.

• Excellent written and verbal English communication skills.

  • English proficiency must be at C1 or C2

• Hands-on experience in Excel/Google Sheets, Word/Google Docs, email applications and other computer basics.

• Experience with Slack, JustCall, Intercom, Stripe, Calendly and Google Suite are a plus.

• Ability to manage several work platforms at once.

• Strong ability to manage time and work priorities with minimal direction.

• Experience in the healthcare or medical field is a plus.

• Must have a personal computer and reliable internet connection for remote work.

• Availability to work Thursday-Monday, from 12:00 PM to 8:30 PM EST is required.

  • Training Schedule (First 2 Weeks): Monday-Friday, 11:00 AM - 7:30 PM EST.

  • Standard Shift (Post-Training): Thursday-Monday, 12:00 PM - 8:30 PM EST.

What’s in it for you?

As a full-time independent contractor, you’ll enjoy:

• Remote-first, work wherever you choose

• Unlimited paid time off

• Paid non-working holidays per country of residence

• Pro-rated 13th-month bonus in select regions

• Referral bonuses

• Financial support for online courses

• Fun and casual work environment

• Employee engagement activities and virtual gatherings

• We are a diverse, global team!

Equal Employment Opportunity

Winona provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity extends to all aspects of employment including, but not limited to, recruitment, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. Winona takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate such behaviors.