Social Media Patient Experience Advocate (Remote)

Remote

About Midi Health

Midi is on a mission to bring compassionate, high quality medical care to women 40+, and to offer a new standard of care for women in midlife. 

Midi Health is the only comprehensive virtual care clinic health solution for women ages 40 to 65 navigating midlife hormone transition. Our platform provides care designed by experts, scaled by technology, and delivered by trained and compassionate clinicians. All of our services are covered by insurance, and we offer convenient access to clinical care through telehealth visits, 24/7 messaging, at-home testing, and home delivery of supplements and other products. 

Midi Health partners and collaborates with health systems to

• Provide for new front door for health system for post-reproductive women aged 40-65  
• Support health system to expand capacity to treat menopausal women in midlife
• Expand market footprint and increase downstream revenue. Allow health system provider to practice at the top of license
• Address key delivery gaps in treating perimenopausal, menopausal and postmenopausal women
• Augment network capabilities and expand expertise to treat women 40-65
• Provide referrals that support health systems high value service lines e.g. neurology, ob/gyn, cardiology, internal/family medicine, orthopedics, oncology.
• Partner to grow and expand patient base and increase visibility to expand market potential 

The Social Media Patient Experience Advocate will report to the Head of Patient and Care Team Experience. This position is a critical member of the team leading to provide an exceptional experience for our patients through their comments on our social media platforms. This role will be a great fit for you if you are passionate about making a difference in women's health, energized by delivering high customer satisfaction and think strategically about process improvement and scalability.

Key responsibilities:

• Own the day-to-day response and escalation pipeline for the social media comments including comments on organic posts, ad posts, and direct messages
• Provide community feedback and analysis to marketing and experience teams. Surface key insights and opportunities to engage the community
• Ensure all comments and replies aligns with Midi’s brand tone, style and voice guidelines
• Foster community engagement to increase engagement and direct people to helpful articles on Midi’s website
• Stay informed about industry trends and emerging marketing strategies to identify areas of opportunity
• Ability to maintain a high level of professionalism and calm while managing competing priorities 
• Be willing to participate a culture of innovation, collaboration, and continuous improvement as part of the advocacy team and across the organization

Qualifications

• Strong social media skills on Facebook, LinkedIn, Instagram, TikTok and others
• Deep understanding of HIPAA and how to maintain patient confidentiality 
• Excellent presentation and interpersonal skills including excellent written and verbal communication skills 
• Must be able to multitask, prioritize, and be solution-oriented
• 2+ years telehealth or women’s health experience preferred
• Bachelor’s degree is preferred

Goals 

• First 30 days you will learn Midi voice, patient experience, mission, values, and scripts
• In 2 months you will be able to confidently reply to all social media comments with attention to detail, empathy, and accurate information. Escalating to patient recovery and marketing as needed
• At 6 months you will use your knowledge of Midi voice and patient experience to maintain a response time of 2 business hours or less, update social media scripts as needed, make data based recommendations for blogs and social media post
• First year you will have full ownership of social media comments and direct messages, confidently escalate issues to the appropriate department, and based on metrics escalated trends to marketing and patient experience