legionhealth - Remote Patient Experience Operations Medical Virtual Assistant (backed by Y Combinator, $5M+ ARR, $23M+ raised)

• Respond to patient questions across phone and messaging platforms with clear, accurate, timely, and compassionate communication. • Help patients understand what to expect and what actions they need to take next. • Support appointment scheduling, rescheduling, cancellations, and patient onboarding. • Conduct proactive outreach, reminders, and follow-ups to help patients remain engaged in care. • Follow up with patients who have missed appointments, incomplete tasks, unresolved questions, or other barriers to continuing care. • Support patient-retention workflows by identifying problems early and helping patients reach the correct team or next step. • Coordinate administrative and clinical-support workflows, including: • Prior authorizations: Gather required information, track status, follow up on outstanding steps, and escalate delays. • Prescription and refill requests: Collect the patient’s request, document it accurately, and route it to the appropriate clinical team. • FMLA and documentation requests: Complete intake, gather required information, route the request, track progress, and follow up. • Pharmacy coordination: Help resolve logistical questions and route medication-related decisions to licensed clinical staff. • Insurance and billing questions: Gather context and coordinate with the appropriate internal team. • General patient administration: Manage follow-ups, forms, records requests, and cross-functional coordination. • Document every material patient interaction accurately so teammates and clinicians understand what happened, what remains outstanding, and who owns the next step. • Maintain clear follow-up queues and ensure unresolved patient needs do not fall through the cracks. • Recognize urgent, sensitive, clinical, or safety-related concerns and follow the appropriate escalation procedure immediately. • Coordinate with clinical operations, providers, billing, pharmacy-support, and other internal teams to resolve patient concerns. • Communicate realistic expectations without making promises outside your authority. • Follow approved scripts, SOPs, privacy requirements, and escalation protocols. • Identify recurring patient questions, delays, and sources of confusion and share actionable feedback with the appropriate teams. • Help improve patient-support templates, scripts, checklists, and standard operating procedures. • Use approved systems consistently and maintain a reliable, high-speed internet connection and professional environment for patient calls. • Protect patient privacy and handle sensitive information according to Legion’s policies and approved systems. • Consistently aim to deliver the best possible experience for every patient and family. • 🏆 You’ll Be Successful If You… • Make patients feel heard, respected, and supported—even when they are frustrated, worried, or confused. • Communicate clearly and professionally in both spoken and written English. • Explain next steps simply without sounding robotic, rushed, dismissive, or overly technical. • Respond promptly and follow through consistently until each issue is resolved or transferred to the correct owner. • Help patients remain engaged in care by reducing preventable confusion, delays, and administrative barriers. • Manage multiple patient conversations and follow-up tasks without losing important details. • Produce concise, accurate documentation that enables other teammates to act without repeating the entire conversation. • Distinguish between administrative support and clinical decision-making. • Recognize when an issue is outside your scope and escalate it promptly through the correct channel. • Stay calm and use sound judgment during sensitive or emotionally difficult conversations. • Learn Legion’s care model, patient workflows, systems, scripts, and escalation paths quickly. • Follow established processes while identifying opportunities to make patient support faster, clearer, and more reliable. • Adapt constructively as workflows change in a growing startup. • Earn the trust of patients, clinicians, and teammates through empathy, reliability, discretion, and excellent follow-through.