[Hiring] Patient Experience Specialist @Covera Health

Role Description

As a Patient Experience Specialist working on the Medmo team, you'll play a vital role in helping patients navigate one of the most important moments in their healthcare journey.

When a patient needs an MRI, CT, ultrasound, or other diagnostic imaging, the process can be overwhelming. Finding the right facility, understanding costs, coordinating with providers, and scheduling an appointment often requires navigating a fragmented healthcare system.

That's where you come in. As part of the Medmo team at Covera Health, you'll guide patients from referral to appointment, helping them access high quality, affordable imaging while delivering an experience that is compassionate, seamless, and efficient. You'll work closely with patients, healthcare providers, and imaging centers to remove barriers to care and ensure every patient receives the support they need.

This is much more than a scheduling role. You'll be a trusted guide, problem solver, and advocate for patients, helping improve access to care while contributing ideas that shape how we continue to evolve the patient experience.

If you're energized by helping people, thrive in a fast paced environment, and enjoy solving complex problems with empathy and attention to detail, we'd love to meet you.

In this role, you will be expected to:

• Guide patients through the imaging scheduling process, delivering a seamless, supportive, and personalized experience from referral through appointment.
• Coordinate with patients, healthcare providers, and imaging centers to ensure timely access to high quality diagnostic imaging.
• Answer patient questions, resolve issues proactively, and remove barriers that may delay care.
• Meet and exceed individual and team performance goals while maintaining a high standard of quality and empathy in every interaction.
• Become an expert in Covera Health/Medmo’s products, workflows, and operational processes, continuously expanding your knowledge as our platform evolves.
• Identify opportunities to improve the patient experience by sharing insights and collaborating with leaders across Patient Experience, Product, Engineering, and Operations.
• Contribute to a culture of continuous improvement by helping refine workflows, documentation, and best practices.
• Work collaboratively across teams to deliver an exceptional experience for every patient we serve.

Qualifications

• 1+ years of experience in a call center, customer support, patient services, or another high-volume customer-facing role required.
• Spanish fluency (written and spoken) is required.
• Healthcare, clinical, patient scheduling, or other relevant industry experience is required.
• A college degree or equivalent combination of education and relevant experience is preferred but not required.
• A proactive, self-motivated approach with the resilience to navigate challenges and adapt in a fast-paced environment.
• Exceptional organizational skills with the ability to prioritize, manage competing priorities, and maintain attention to detail.
• Ability to remain calm, confident, and solutions-oriented while balancing multiple patient needs and deadlines.
• Strong technical aptitude and comfort learning new systems, tools, and workflows quickly.
• Excellent written and verbal communication skills, with a natural ability to build trust and communicate with empathy.
• A collaborative mindset and a genuine passion for improving the patient experience.

Requirements

• Spanish fluency (written and verbal) is a requirement for this position and will be evaluated during the interview process.
• Support business needs during standard operating hours of 9:00 AM to 5:30 PM (in your time zone), with flexibility for occasional overtime as needed.

Benefits

• Comprehensive medical plans - choose from three plans, including one with 100% of premiums covered for you and your dependents.
• Vision & Dental.
• Flexible Time Off - take the time you need, when you need it.
• Generous company wide holidays - 16 in total.
• 401(k) Retirement Plan.
• Annual Professional Development Stipend to invest in courses, books, or any other professional development related activity.
• Annual Wellness stipend for fitness, mental health or other wellness expenses.
• The hourly range for this position ranges from $24.00 - $26.50, in addition to a performance bonus and comprehensive benefits package.