Patient Support Specialist (Tier 1)

At MEDvidi, we are improving access to mental health care across the United States through a modern telemedicine platform.

We are looking for a Patient Support Specialist to join our team and become the first point of contact for patients. In this role, you will support patients with empathy, clarity, and ownership, helping them navigate questions related to prescriptions, pharmacies, billing, documents, and platform-related issues.

This role is ideal for someone with strong English, solid customer support experience, and the ability to stay calm and professional in a fast-paced environment.

About the Team

Our Customer Support team works at the intersection of patient care and internal operations. We serve as the first link between patients and internal teams, including prescriptions, billing, and documentation.

Our mission is to provide human, empathetic, and structured support to patients who may be in a vulnerable emotional state. We do not aim to simply close tickets. We aim to guide patients, keep them informed, reduce uncertainty, and ensure they feel supported throughout their experience with MEDvidi.

Working Schedule:

• Full-time schedule: 5 days per week, 8-hour shifts.

• Evening schedule in Europe, aligned with US time zones (11:00-20:00 ET).

• Weekend shifts may be included, with days off during the week.

Responsibilities:

• Handle incoming patient requests via calls, email, and chat.

• Support patients with prescriptions, pharmacies, billing, documents, and general platform-related questions.

• Escalate complex or unresolved cases to the appropriate internal teams.

• Track open cases and follow up proactively.

• Keep patients informed with clear, calm, and empathetic communication.

• Document interactions accurately in internal systems.

• Follow internal processes, SLAs, and privacy standards.

• Work closely with internal stakeholders to ensure timely case resolution.

Requirements:

• Advanced (C1-C2) English proficiency is required

• 2+ years of experience in customer support, patient support, or a similar client-facing remote role.

• Strong communication, problem-solving, and multitasking skills.

• Ability to stay professional in stressful or emotionally sensitive situations.

• High level of empathy, ownership, and attention to detail.

• Ability to learn new tools, workflows, medical terminology, and product logic quickly.

• Availability to work evening shifts aligned with US time zones and flexibility to work a non-standard 5-day schedule, such as Wednesday through Sunday.

• Readiness to work under a B2B contract model.

Nice to Have:

• Experience in healthcare, telemedicine, or mental health.

• Familiarity with HIPAA, EHR, or CRM systems.

• Experience supporting US customers.

Why Join MEDvidi:

• Join a mission-driven, product-focused company in the digital health space.

• Work remotely from any EU country under a B2B model.

• Competitive compensation in $ and clear growth opportunities.

• Health insurance after the probation period.

• Sports and wellness compensation.

• 19 paid vacation days per year.

• 4 additional wellness days annually.

• Paid sick leave for the first 5 working days.

• Gifts for important life events.

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