Job Description

About the Role:

Apostrophe, a Hims & Hers brand, is looking for an empathetic, motivated and self-starting individual to join our Care Coordination team. You’ll be a good match for the role on our team if you’re excited by a small team taking on large incumbents, and doing everything it takes to win the trust of our patients. We’re a fun team with serious drive and are looking for someone to dive in and join the hustle.

The Care coordinator is the primary point of contact for Apostrophe patients. The position serves as the liaison between our dermatologists, nurse practitioners, pharmacists, product team and other team members or stakeholders - to ultimately ensure a high-quality, human experience for every patient.

Note: Weekend availability required

You Will:

• Respond to patient inquiries across email, chat and proprietary messaging systems with excellent tone, grammar and spelling for written communications
• Resolve issues in a personalized, accurate and timely manner
• Build long-term relationships with our patients by offering advice related to products and services
• Become an expert in Apostrophe skin products and offerings and maintain up-to-date knowledge in a fast-changing environment
• Complete trainings as-needed
• Maintain highest level of discretion when dealing with sensitive patient information
• Strive to meet and exceed structured performance targets
• Report on customer trends and feedback
• Complete occasional overtime when needed by the business to maintain SLAs
• Working with cross-functional teams to escalate, investigate and resolve patient concerns/questions

You Have:

• 2+ years work experience in a medical practice or telemedicine setting. Dermatology experience preferred.
• 2+ years experience in a customer-facing support role
• Ability to balance attention to detail with efficient execution in a fast-paced environment
• Excellent problem solving and communication skills with a high attention to detail and quality
• Experience working in multiple systems and successfully navigating multiple sources of information
• Possesses a customer-first, eager-to-help approach
• Ability to demonstrate strong writing skills, spelling and grammar
• Willing and able to work autonomously in a remote setting and able to stay proactively engaged with the wider team
• Willingness and ability to work non-standard business hours, including weekends, evenings & holidays

Our Benefits (there are more but here are some highlights):

• Competitive salary & comprehensive health benefits including medical, dental & vision

#LI-Remote

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