Patient Care Specialist at Winona

About Winona

Winona is a leading telemedicine company specializing in Hormone Replacement Therapy (HRT) for women in menopause. We have developed all our technology in-house, including an Electronic Health Record (EHR) system, a patient care administration system, a patient portal, our website, and marketing technology. Winona operates two compounding pharmacies and employs a team of in-house physicians who deliver world-class care through a fully vertically integrated business model.

About the Role

Winona is actively seeking a full time, remote Patient Care Representative to serve as the primary point of contact for our customers. In this critical role, you will act as a liaison, providing accurate and efficient information regarding our products and services, answering patient questions, and resolving any issues that may arise for Winona's clientele. This position is suited for individuals at an entry to mid level seniority.

Responsibilities

• Respond to patient inquiries about Winona’s products and services via text message, email, and phone calls.
• Conduct inbound and outbound calls to address questions or concerns, consistently delivering a high level of customer service.
• Clearly communicate information about Winona’s offerings to patients.
• Ensure patient satisfaction and maintain professional patient support standards.
• Handle patient complaints effectively, identifying appropriate responses and strategies for swift resolution.
• Maintain comprehensive records of patient interactions, process patient accounts, and file necessary documents.
• Assist doctors with various requests related to specific patient issues or questions.
• Provide excellent service to both internal department teams and external customers.

Requirements

• Demonstrated strong customer service experience in a remote work environment.
• Exceptional written and verbal English communication skills (C1 or C2 proficiency required).
• Practical experience with essential computer applications such as Excel/Google Sheets, Word/Google Docs, and email.
• Familiarity with Slack, JustCall, Intercom, Stripe, Calendly, and Google Suite is considered a plus.
• Ability to efficiently manage and navigate multiple work platforms simultaneously.
• Strong capability to manage time and prioritize tasks with minimal direct supervision.
• Experience within the healthcare or medical field is beneficial.
• Must possess a personal computer and a reliable internet connection for remote work.
• Availability to work Thursday through Monday, from 12:00 PM to 8:30 PM EST, is mandatory.
• The initial training schedule (first 2 weeks) will be Monday through Friday, 11:00 AM, 7:30 PM EST.
• The standard shift, post-training, is Thursday through Monday, 12:00 PM, 8:30 PM EST.

What’s in it for You?

As a full time independent contractor, you will benefit from:

• A remote first work environment, offering the flexibility to work from any location you choose.
• Unlimited paid time off.
• Paid non working holidays, determined by your country of residence.
• A pro rated 13th month bonus in select regions.
• Referral bonuses.
• Financial support for online courses to aid professional development.
• A fun and casual work environment.
• Engaging employee activities and virtual gatherings.
• The opportunity to be part of a diverse, global team.

Equal Employment Opportunity

Winona is committed to providing 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.