Patient Experience Partner

About the Role

The Patient Experience Partner (PEP) is a fully remote role created to support Gather Health’s field-based sales teams by handling incoming leads from marketing campaigns and community events. This position involves both inbound and outbound calls to educate prospective patients about Gather Health’s services, troubleshoot patient needs, and connect them with appropriate clinical resources. The role is pay-for-performance, with compensation tied to patient acquisition, and focuses on introducing a care model designed to improve clinical outcomes and reduce long-term medical costs for vulnerable seniors.

Responsibilities

• Answer incoming calls from prospects and address their inquiries, concerns, and requests.
• Make outbound calls to prospects to follow up on inquiries or provide additional information about Gather Health’s services.
• Resolve customer-service issues efficiently and maintain high customer satisfaction.
• Document and update prospecting activities accurately in the CRM system (Salesforce).
• Create new patient profiles in the EMR with accuracy.
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Follow up with prospects to ensure their issues are resolved and they are satisfied with the services provided.
• Meet performance metrics, including call handling time, customer satisfaction scores, and first-call resolution.
• Participate in ongoing training and development programs to maintain expert knowledge of Gather Health’s services.
• Adhere to all company policies, procedures, and regulatory requirements.
• Contribute to the growth of clinics in assigned territories by acquiring additional patients.

Requirements

• Minimum of one year’s experience in a role with similar or relevant job duties (e.g., inside sales, account executive).
• Experience with basic office tools such as Word, Excel, Outlook, and SharePoint.
• Access to a quiet, professional remote workspace free from excess noise and distraction, conducive to high-volume phone work.
• Ability to work Monday through Friday, 8:00 AM to 5:00 PM EST without conflicting obligations.
• Eligibility to work for any employer in the United States.

Preferred Qualifications

• High school diploma or G.E.D.
• Experience using a CRM (Customer Relationship Management) system.
• Sales or call management background.
• Knowledge of the healthcare industry.

Ideal Candidate Traits

• Focused: Does not get easily distracted while working remotely.
• Disciplined: Ability to self-manage effectively.
• Persistent: Does not give up easily when faced with challenges.
• Resilient: Displays toughness and is not easily discouraged.
• Competitive: Enjoys winning and takes on challenges with confidence.
• Motivated: Comfortable with metrics, quotas, and pay-for-performance structures.
• Friendly: People enjoy their company.
• Relatable: Naturally makes human connections with warmth, humor, and demeanor.
• Positive: Optimistic outlook (sees the glass as half full).
• Organized: Manages time effectively and operates efficiently.
• Reliable: Takes responsibilities seriously and always shows up on time.

Pay

The position offers a competitive base salary plus commissions based on performance.

Schedule

Monday – Friday, 8:00 AM to 5:00 PM EST.

Benefits

• Health: Comprehensive medical, dental, and vision coverage with day-one eligibility.
• Protection: Company-paid life, short-term, and long-term disability insurance.
• Retirement: 401(k) with company match and immediate vesting.
• Time Off: Generous PTO that increases with tenure and 11 paid company holidays.
• Wellness: Employee Assistance Program (EAP) and supplemental benefit options.