Full-Time RSO Coordinator

• Go above and beyond for our patients/families and physicians
• Provide friendly and empathetic support to members and their families through their case journey
• Serve as a key contributor to ensure a positive and streamlined engagement for our member families through the lifecycle of the case
• Liaise with top medical experts to help them deploy their expertise
• Hone business skills, including client service excellence, written and oral communication, project management, and problem solving
• Understand and deploy creative solutions to support patients/families and consulting physicians
• Collaborate with colleagues on and across teams, including Product, Clinical, Engineering and Marketing, to build and shape our business
• Excel in a fast-paced, entrepreneurial, and challenging environment

• Bring a positive, can-do attitude to each interaction, providing clear guidance to patients/families, and consulting physicians to ensure a smooth and supportive experience
• Manage the day-to-day execution of remote second opinion requests with attention to detail and timeliness
• Schedule and coordinate video calls between physicians and families, ensuring coordination is seamless and timely
• Escalate urgent or complex issues to the appropriate team members while keeping the patient/families and physicians informed of next steps
• Identify ways to improve the patient/families, and physician experience and share ideas with the team for process enhancements
• Maintain accurate and organized records of all interactions and case details
• Communicate with empathy, kindness, and professionalism in every Member and family interaction
• Respond to Member inquiries via email and phone in a timely, helpful manner
• Resolve time-sensitive issues efficiently, escalating as needed to ensure prompt solutions
• Collaborate with your Manager or Team Lead on projects and initiatives that support client and team goals

• 1-3 years in a clinical setting or client facing operations role plus a BSN, or advanced degree in a relevant healthcare discipline or 3 years of professional experience in patient- or client-facing roles plus a Bachelor’s degree in related field (e.g., Biology, Chemistry, Psychology, Healthcare Public Policy, English, History, or Communications).
• Passion for creating exceptional member experiences in healthcare
• Aptitude for learning new products
• Ability to break down complex topics and explain them simply
• High emotional quotient and comfort dealing with sensitive topics
• Strong interest in the intersection of client service, service operations, healthcare, and technology
• Ability to work independently and as part of a team
• Strong organizational and time-management skills
• Appreciation for the role data and metrics play in growing a business successfully
• Impeccable attention to detail and strong problem-solving skills
• Ability and initiative to handle increasing responsibility over time
• Receptive to close coaching and feedback
• Experience with CRM software
• Solid understanding of healthcare regulations, particularly HIPAA and data privacy best practices, with a commitment to maintaining confidentiality and protecting sensitive health information
• West Coast based location (U.S. Pacific Time Zone) required
• RN licensure or bilingual fluency is a plus

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