Patient Experience Agent

Who we are:

K Health is venture-backed, fast-growing startup with a mission to use the power of Artificial Intelligence (AI) to get everyone access to higher quality healthcare at more affordable costs. We’re looking for mission driven individuals to join our team and help us eliminate healthcare inequalities to build a better and healthier future.

Featured most recently in Forbes and Business Insider as a leading AI startup, K Health is a telehealth company that harnesses the power of technology to help provide the smartest digital healthcare platform to patients, hospital systems, and providers across the United States. Our AI powered application helps bring together the knowledge of thousands of doctors and anonymous medical data to provide the highest quality care to our patients. We offer a free symptom checker, 24/7 access to board-certified doctors, ability to refill prescriptions from your phone, and more. All within one application - no insurance or preauthorization required.

K Health was founded in 2016, and has partnered with visionary and leading hospital systems and providers such as Cedars-Sinai, Mayo Clinic, and Elevance Health. Join us on our mission to help provide better healthcare for less.

About the role:

As a Patient Experience Agent, you will provide empathetic, efficient, and solution-oriented support for patients across various communication channels, including phone, email, text, and chat. You will be responsible for addressing patient inquiries, managing scheduling and rescheduling, handling payment concerns, and ensuring patients have a positive experience. In this role, you will ensure compliance with HIPAA regulations, demonstrate strong attention to detail, and quickly resolve or escalate issues when necessary.

The ideal candidate is organized, tech-savvy, and deeply committed to providing top-tier service, balancing speed and accuracy while adhering to company policies and procedures.

At K-Health, we believe that spending time together in the office fosters innovation, strengthens bonds, and drives greater success. Candidates who live near our New York City headquarters or our Indianapolis Call Center are expected to work in the office up to four days per week.

What you'll be doing:

• Provide empathetic and accurate support to patients via inbound and outbound phone, email, and chat.
• Manage patient scheduling, rescheduling, payment questions, which may include but is not limited to payment refunds, payment disputes, and subscription management.
• Triage patient and clinician inquiries and escalate when appropriate.
• Assist in management of patient queue and monitor clinician’s on shift performance.
• Maintain HIPAA compliance at all times.
• Work collaboratively with internal teams to solve for the patient.
• Provide accurate support to clinicians as needed including patient outreach.
• Support patients and clinicians by troubleshooting technical issues and escalating when appropriate. 
• Meet performance goals, time to resolution, patient satisfaction, expected handle time, while meeting agent productivity standards
• Provide a best in class patient experience
• Complete additional operational tasks or special assignments as needed and at the discretion of the Department Leader, Practice Manager, Supervisor, or designated Shift Lead.

What we're looking for:

• 1+ years of experience in customer or patient support in a fast-paced environment.
• Strong written and verbal communication skills.
• Highly organized, detail-oriented, and capable of multitasking.
• Demonstrated ability to problem-solve and think critically.
• A proactive team player with a passion for improving patient experiences.
• Knowledge of HIPAA guidelines and experience in a healthcare setting is a plus.
• Able to work evening, weekend, and holiday hours as scheduled.
• Tech-savvy, with proficiency in CRM tools like Salesforce is a plus.

Benefits & Perks:  #LI-Hybrid

• Hybrid work schedule with weekly lunches and stocked fridges 
• Monthly social committees for company events
• 18 vacation days, 9 company holidays, 5 sick days, and 2 personal days 
• Stock options for every full-time employee 
• Paid parental leave
• 401k benefit
• Commuter Benefits 
• Competitive health, dental, and vision insurance options 

We offer competitive compensation packages based on industry benchmarks for function, level, and geographic location. Offer amounts are determined by multiple factors such as a candidate's experience and expertise.  

We are proud to be an Equal Opportunity Employer and consider applicants for employment regardless of race, ethnicity, religion, color, national origin, ancestry, disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, sexual orientation, pregnancy, childbirth and breastfeeding, age, citizenship, military or veteran status, or any other class protected by applicable federal, state, and local laws. We’re deeply committed to building teams as diverse as the patients we serve and strive to cultivate an environment where everyone can bring their most authentic self to work. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our users.

We are committed to maintaining the integrity of our hiring process and ensuring a safe environment for all candidates. All communication for job offers from K Health will come from email addresses ending in @khealth.com. K Health will never ask you to provide financial information about yourself during the recruitment process. We will never use personal email accounts or other domains for official correspondence. Our official job postings are only listed on our official website and reputable job boards. Be cautious of job offers from sources other than these platforms.