PatientExperienceAssociate

ABOUT CONDUIT HEALTH Conduit Health is transforming one of the most outdated corners of post-acute care—getting essential medical equipment and supplies into patients’ homes. We’re the first vertically integrated, AI-powered platform to unite ordering, telehealth, prescriptions, insurance, and fulfillment into one seamless experience. In seconds, case managers and providers can say “yes” to patients who would otherwise wait weeks — while we handle every step behind the scenes.   THE ROLE We’re looking for a Patient Experience Associate to be on the front lines of the Conduit experience — helping patients, caregivers, and providers navigate what can often be a frustrating healthcare process. This is more than a traditional support role. We want people who are curious, proactive, and eager to solve problems end-to-end. The right person won’t just answer questions — they’ll spot broken processes, flag recurring issues, and help us continuously improve how we operate. Because we’re still early, things move fast. Priorities shift, workflows evolve, and everyone pitches in where needed. We’re looking for people who are energized by that environment, willing to roll up their sleeves, and excited to grow with the company.   WHAT YOU’LL DO - Own your queue: Respond to patient, caregiver, and provider inquiries across phone, SMS, email, and chat — managing your queue with accuracy and care. - Help patients navigate the process: Explain order status, insurance requirements, documentation needs, and next steps in clear, simple terms. - Resolve issues end-to-end: Take ownership of patient issues and follow through until resolution, coordinating across internal teams as needed. - Handle inbound and outbound calls: Support patients and caregivers through stressful or time-sensitive situations with professionalism and compassion. - Identify operational gaps: Flag recurring patient questions and workflow gaps to help the team improve processes over time. - Keep documentation accurat