Patient Care Services Representative

As a Patient Care Services Representative at Willow, your primary responsibilities revolve around facilitating communication between the patients and the company. You’ll be tasked with answering patient questions about our services and products, providing thorough information about our offerings, handling complaints, and ensuring high levels of patient satisfaction. Additionally, you'll need to maintain accurate records of patient interactions and stay updated on Willow’s latest services and policies.

To succeed as a Patient Care Services Representative at Willow, candidates should have experience in a medical-related field along with excellent English communication skills. Proficiency in English at C1 or C2 is necessary, as well as strong customer service experience. Familiarity with using tools like Excel, Google Sheets, and other computer applications is essential, alongside the willingness to make calls with patients.

The work schedule for a Patient Care Services Representative at Willow requires availability from Saturday to Wednesday, specifically from 9 PM to 11 PM EST. This provides flexibility for those who may have daytime commitments while ensuring that our patients receive support during our working hours.

As a Patient Care Services Representative at Willow, you'll enjoy a range of benefits including flexible working hours that allow you to work from anywhere, unlimited paid time off, and performance-based bonuses. Additionally, employees benefit from engagement activities, financial support for online courses, and a diverse and inclusive work culture that promotes teamwork.

While prior experience in telemedicine or supporting customers through platforms like Intercom is advantageous for the Patient Care Services Representative position at Willow, it is not strictly required. What matters most is your customer service orientation and desire to help patients achieve their weight loss goals.

When answering this question, focus on specific instances from your previous roles where you successfully assisted customers. Highlight your communication skills, how you managed complaints, and the techniques you used to ensure customer satisfaction.

Demonstrate your conflict resolution skills by discussing a specific experience where you dealt with a challenging situation. Emphasize your patience, empathy, and commitment to finding solutions that satisfy both the patient and the company.

Explain your strategies for managing tasks and priorities effectively, such as using technology tools like Google Sheets or to-do lists. Give examples of how you've successfully maintained organization to enhance productivity.

Showcase your knowledge about Willow and your passion for patient-centric care. Discuss specific aspects of Willow's mission that resonate with you and how you see yourself contributing to the team.

Tell them about your proactive approach to learning. Mention any tools or resources you utilize to stay current on industry developments and company offerings, and how this knowledge helps you serve your patients better.

Address this question by outlining your ability to simplify complex medical information. Share your approach to patient education, focusing on clear communication and empathizing with the patient's journey.

Discuss the importance of empathy in healthcare communication and give examples of how understanding patients’ emotions and perspectives has positively influenced your interactions and outcomes.

Share your experience with a specific software tool and illustrate your adaptability by explaining how you approached learning and what strategies you employed to become proficient in a short amount of time.

Explain your process for verifying information before communicating it to patients. This can include researching, consulting with colleagues, or referring to official resources before providing details.

Identify specific metrics or outcomes that you use to gauge your effectiveness, such as patient satisfaction scores, issue resolution times, or retention rates. Demonstrate that you are results-oriented and committed to continuous improvement.