Patient Experience Specialist

As a Patient Experience Specialist, you will be an integral part of our customer service team, responsible for promptly addressing customer inquiries across various communication channels, including calls, emails, and SMS. Your primary focus will be to deliver exceptional support to customers within the mental health medical sector in the United States, assisting them with their queries, concerns, and requests.

What you'll do

• Serving as the primary point of contact for customers reaching out via inbound calls, emails, and SMS
• Engaging customers by demonstrating professionalism, empathy, and persuasive communication to raise interest in services
• Coordinating and scheduling appointments for medical staff according to customer preferences and availability
• Addressing billing inquiries, including questions about charges, payments, and statements
• Maintaining accurate and detailed records of customer interactions, inquiries, and resolutions in the company database
• Engaging with internal stakeholders such as medical staff, billing department, and other relevant teams to facilitate resolution
• Handling pre-collection calls to recover payments from customers responsible for out-of-pocket expenses

What we're looking for

• Excellent English communication skills, both verbal and written — mandatory
• Minimum 1 year of customer service experience in a contact center
• Excellent interpersonal and negotiation skills
• Data management skills with experience in Excel / Google Sheets
• Hands-on experience with CRMs such as HubSpot, Salesforce or similar tools

Nice to have

• Experience working in a global company
• Knowledge of the United States mental health field
• Knowledge of the United States medical insurance industry
• Fluent in Spanish

Who you are

• Very good attention to detail
• Eager for continuous learning, actively seeking out opportunities to acquire new skills
• Demonstrates curiosity and creativity, approaching problem-solving with an innovative mindset
• Logical thinker with strong analytical skills
• Positive and proactive attitude
• Flexible and adaptable, able to thrive in a fast-paced work environment
• Ability to handle difficult customers

What we offer

• Private medical insurance
• Performance bonuses
• Team building events
• Young and dynamic team — we celebrate diversity and believe in the power of different voices driving innovation
• Work-life balance — we promote productivity and satisfaction in your personal and professional life
• Employee well-being programs
• Evening transportation reimbursement

About monefy

monefy is a system-first business and technology services company and the operational growth engine behind healthcare practices. From offices in Brasov, Romania, we run the back office and build the software that keeps clinics moving. We are an established business with a startup mindset — we empower our people with autonomy and creative freedom to take ownership of impactful work and make a real difference.