Patient Services Representative

About this role

About Willow:

Willow https://www.startwillow.com is a telehealth company focused on personalized, responsible cosmetic weight loss care. We combine medical expertise with a supportive, patient-centered approach to help people feel more confident and comfortable in their bodies. Our goal is to make high-quality care accessible, thoughtful, and designed to fit real lives.

ABOUT THE ROLE:

We are looking for a Patient Services Representative who is empathetic, detail-oriented, process-driven, and comfortable working in a fast-paced, highly regulated healthcare support environment. This role sits at the center of the patient experience and requires strong written communication, ownership, and accountability across multiple workflows and tools.

RESPONSIBILITIES:

- Serve as a facilitator between the patient and the company, ensuring a seamless experience.

- Answering questions about the company, offering accurate information about our products and services

- Delivering information about the product.

- Ensuring patient satisfaction and maintaining professional patient support.

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

- Keep records of patient interactions, process patient accounts, and file documents.

- Take the extra mile to engage with patients.

- Stay updated with products, policies, and services to provide informed support.

Requirements:

- 1-3+ years of experience in customer support, patient support, or a related service-driven role

- Experience supporting customers or patients via written channels such as chat, email, or ticketing systems

- Prior experience in healthcare, telehealth, pharmacy, insurance, medical offices, or other HIPAA-regulated environments is required

- Phone-based customer or patient support experience is a strong plus, especially in healthcare or service environments

Nice to have:

- Experience working in telemedicine or related medical contexts.

- Experience supporting customers through the Intercom platform.

What’s in it for you?

- As full-time member of our team, you’ll enjoy:

- Flexible hours

- Work wherever you choose

- Fun and casual work environment

- Employee engagement activities and virtual gatherings

- We are a diverse, global team! 🌍