[Hiring] Concierge Specialist @Shapely

Role Description

This is a remote position.

As our Sales Specialist, you'll be the first voice many prospective patients hear. You'll connect with warm leads who have already expressed interest, help them understand our program, answer their questions about eligibility and cost, and convert that interest into a scheduled appointment. It's a consultative, phone-based sales role in a healthcare setting — equal parts persuasion and genuine care.

This is a full-time, remote contractor role on a Pacific Time (PST) schedule, with room to grow and a supportive team behind you.

What You'll Do

• Patient Support
  • Answering phone calls and responding to inquiries through email, chat, and social media channels for existing patients.
  • Serving as a warm, knowledgeable point of contact for patient questions about their care, medications, and account.
  • Managing patient support tickets end-to-end and following established standard operating procedures for efficient resolution.
• Care Coordination
  • Coordinating with Prior Authorization, Admin, and clinical teams to resolve patient issues that span multiple functions.
  • Proactively checking in with patients at key points in their journey to support retention and satisfaction.
  • Identifying at-risk or dissatisfied patients early and escalating appropriately.
• Patient Experience
  • Championing a friendly, empathetic patient experience in every interaction.
  • Gathering and relaying patient feedback to help improve programs and processes.
  • Contributing to documentation and training materials that raise the bar for patient support quality.

Qualifications

• Previous experience in a patient-facing or customer support role, preferably in a healthcare or telehealth environment.
• Preference for registered nurses or healthcare professionals with a strong understanding of patient care.
• Exceptionally warm, empathetic communication style with strong active listening skills.
• Comfortable managing a high volume of inbound inquiries across multiple channels.
• Technologically proficient. We will train you on software including Zoom Phone and our CRM platform, as well as our EHR.
• Friendly and approachable with exceptional customer service skills.
• Quick learner, able to grasp the nuances of our business to be successful in the role.
• Knowledge of HIPAA, PHI, and patient privacy (training also provided).
• Exceptional command of English, written and verbal.
• Exceptional communication skills and the ability to empathetically engage with patients.
• Strong organizational and problem-solving abilities.
• Great team player.
• A passion for health and wellness and a commitment to Shapely's mission.
• Ability to work on Los Angeles time zone.

Requirements

• Full-time, 40 hours per week, on Pacific Time (PST).
• Our patient support team operates seven days a week.
• Weekday shift: You'll be assigned one of four shift windows (all PST):
  • 6:00 AM – 3:00 PM
  • 7:00 AM – 4:00 PM
  • 8:00 AM – 5:00 PM
  • 9:00 AM – 6:00 PM
• Saturdays: Weekend coverage rotates across the team, so you can expect an occasional Saturday shift (8:00 AM – 5:00 PM PST).

Benefits

• Pay: $7–$8 USD per hour.
• Contractor role.
• Fully remote.
• Full-time position.
• Career growth and a supportive team culture!