Patient Services Representative

Overview

Application

This is a fully remote role.

About Willow

Willow is a telehealth company focused on personalized, responsible cosmetic weight loss care. We combine medical expertise with a supportive, patient-centered approach to help people feel more confident and comfortable in their bodies. Our goal is to make high-quality care accessible, thoughtful, and designed to fit real lives.

About the role

We are looking for a Patient Services Representative who is empathetic, detail-oriented, process-driven, and comfortable working in a fast-paced, highly regulated healthcare support environment. This role sits at the center of the patient experience and requires strong written communication, ownership, and accountability across multiple workflows and tools.

Responsibilities

Serve as a facilitator between the patient and the company, ensuring a seamless experience.

Answering questions about the company, offering accurate information about our products and services

Delivering information about the product.

Ensuring patient satisfaction and maintaining professional patient support.

Handling patient complaints and identifying the appropriate response and strategy to solve customers' issues as quickly as possible.

Keep records of patient interactions, process patient accounts, and file documents.

Take the extra mile to engage with patients.

Stay updated with products, policies, and services to provide informed support.

Requirements

1-3+ years of experience in customer support, patient support, or a related service-driven role
Experience supporting customers or patients via written channels such as chat, email, or ticketing systems
Prior experience in healthcare, telehealth, pharmacy, insurance, medical offices, or other HIPAA-regulated environments is required
Phone-based customer or patient support experience is a strong plus, especially in healthcare or service environments

Nice to have

Experience working in telemedicine or related medical contexts.

Experience supporting customers through the Intercom platform.

What’s in it for you?

As full-time member of our team, you’ll enjoy

• Flexible hours
• Work wherever you choose
• Fun and casual work environment
• Employee engagement activities and virtual gatherings
• We are a diverse, global team! 🌍