About the role

We’re looking for a Care Coordinator focused in medical operations to join our Customer Experience Operations Team, a part of our overall Customer Experience Team

In this role you will work closely with our doctors and patients through many stages of their Thirty Madison journey, from onboarding new doctors to helping patients receive medical records. You’ll have the opportunity to play a role in building a team that can efficiently support the Customer Experience Team, our doctors, and customers across all of our brands. You must be comfortable speaking with others across various channels (primarily email/message) compassionately and professionally.

This position will report to the CX Administration & Operations Manager and work cross-functionally within the Customer Experience org to solve problems and unlock potential on our team.

What You’ll Do

• Administrative and patient-facing support for insurance-related programs, including but not limited to updating patient insurance information for our pharmacy-partners
• Assisting with the onboarding of new doctors to our platform and troubleshooting issues that may arise
• Answering doctor questions regarding CX policies/procedures for individual patients
• Helping to manage the queue of messages doctors receive from patients, and diverting the messages best handled by CX team
• Creating and sending medical records and doctor notes to patients that request them
• Other ad-hoc, medical-operations related tasks

Who you are

• At least 1 year of experience in a customer-facing or administration role
• Experience with ZenDesk, or another customer support ticket system, is a major plus!
• Aptitude and enthusiasm to learn the ins and outs of a fast-moving startup in the healthcare world
• Great written and verbal communication
• Superb judgment, the ability to think quickly on your feet, and deep empathy

How we are managing through the COVID pandemic and its impact on our team?

These are unprecedented times and we understand COVID-19 is impacting everyone differently. Our primary goal from the beginning of the pandemic has been to ensure employee safety. We went from optional to mandatory work-from-home very quickly in early March, and we have told employees that they can work remotely through July 2021 to allow them to plan accordingly. 

We have also rolled out several initiatives to help our team successfully navigate the uncertainty associated with COVID-19. These initiatives have included providing funds for home office improvements, medical reimbursements, free meditation/mindfulness tools, mandatory “Me Days” away from work, company-wide Refresh days off, and fun opportunities to connect live with teammates each week (such as virtual escape rooms). We continue to examine different benefits, tools, and processes that best support our employees as we continue to work remotely and eventually begin transitioning back to the office.