Virtual Assistant - WFH
About the Company
Legion Health describes itself as a full-stack AI-psychiatry network focused on delivering fast, affordable, and effective mental healthcare at scale. Its clinicians provide care directly to patients while AI agents automate areas of care operations such as scheduling, risk analysis, and billing. The organization aims to improve both the patient and clinician experience by reducing operational friction and enabling clinicians to focus on patient care.
About the Role
Legion Health is seeking a detail-oriented, patient-focused Patient Experience Representative to support patients throughout their care journey in a fully remote, AI-healthcare environment. This non-clinical Patient Success role combines patient support, scheduling, outreach, documentation, and operational coordination across healthcare workflows. The ideal candidate has experience supporting patients directly in a digital health, telehealth, behavioral health, pharmacy, insurance, nursing administration, or similar environment. You will communicate with patients through phone and messaging, coordinate administrative and clinical workflows, and help ensure patients receive timely support and clear follow-through. This is a fast-paced startup environment where proactive problem-solving, adaptability, empathy, and operational execution are important. Important This is a non-clinical role. The position does not provide medical advice, diagnosis, or treatment. You will support patients with logistics and route appropriate matters to clinical teams with clear documentation.
Responsibilities
Respond to patient inquiries through phone and messaging platforms with clear, accurate, and timely communication. Provide compassionate patient support with a strong focus on patient satisfaction and experience. Assist with appointment scheduling, rescheduling, and patient onboarding. Support patient retention and outreach through follow-ups, reminders, and proactive check-ins. Coordinate and track clinical and administrative workflows to minimize delays and ensure patients receive needed support. Support prior authorization workflows by collecting information, tracking status, and escalating issues as needed. Coordinate prescription and refill requests by appropriately triaging and routing requests to the clinical team. Handle intake, routing, tracking, and follow-up for FMLA, paperwork, and documentation requests. Perform general administrative tasks and coordinate patient needs across internal teams. Accurately document patient interactions to support follow-up, case tracking, and continuity of support. Identify recurring patient issues and communicate feedback that can improve workflows and service quality. Collaborate with team members to resolve patient concerns efficiently. Maintain a reliable, high-speed internet connection for consistent remote communication. Continuously work toward delivering an exceptional patient experience.
Qualifications
Education The source does not specify a required degree or educational credential. Experience 2+ years of patient-facing support experience is specified. Relevant backgrounds include behavioral health, digital health, telehealth, nursing administration, pharmacy, insurance, or similar patient-support environments. Previous telehealth or call center experience is highly preferred. Clinical experience is a plus but not required. Required Skills 2+ years of experience in a patient-facing support role. Experience supporting patients in a healthcare-related environment such as behavioral health, digital health, telehealth, nursing administration, pharmacy, insurance, or a similar setting. Proficient in spoken and written English. Strong empathy and communication skills, particularly when supporting patients in sensitive situations. Ability to remain calm under pressure. Strong organization and attention to detail. Ability to manage multiple conversations and tasks without missing important details. Strong follow-through and documentation habits. Ability to learn new processes and adapt to changing workflows. Ability to work effectively in a fast-paced, evolving startup environment. Ability to work within a non-clinical scope while partnering with clinical teams. Comfortable using digital communication and workflow tools. Reliable, high-speed internet connection for remote work. Preferred Skills Previous experience in a telehealth or call center environment. Familiarity with healthcare workflows, including: Appointment scheduling Insurance processes Pharmacy workflows Healthcare documentation Experience using Dialpad, Slack, Healthie, or similar platforms. Clinical background or exposure, such as: Medical Assistant (MA) Certified Nursing Assistant (CNA) Nursing exposure Behavioral health settings Pharmacy Familiarity with clinical terminology. Experience supporting patient retention, outreach, and proactive patient engagement. Required Skills Patient Experience Patient Support Patient Success Customer/Patient Service Telehealth Digital Health Healthcare Operations Patient Onboarding Appointment Scheduling Patient Retention Patient Outreach Prior Authorization Coordination Prescription and Refill Coordination FMLA and Documentation Support Healthcare Workflow Coordination Administrative Operations Case