Patient & Provider Operations Specialist

Company Mission

Who We’re Looking For

Core Responsibilities

• Own day-to-day inbound support for patients and providers across email, chat, and phone
• Troubleshoot complex issues and partner with Product and Engineering to ensure fast, high-quality resolution
• Identify recurring pain points and recommend process improvements or tooling updates
• Translate feedback from patients and providers into clear, actionable insights for internal teams
• Maintain and improve internal documentation and knowledge bases
• Assist with onboarding and education for new providers and clinics
• Coordinate with our BPO partner to ensure consistent quality and escalation handling
• Operate autonomously while communicating priorities and progress to leadership

Required Qualifications

• 4+ years of experience in customer or patient operations, support, or experience roles (healthtech/healthcare preferred)
• Demonstrated ability to analyze and improve processes in a fast-moving environment
• Comfort being customer-facing in high-stakes or emotionally charged situations; calm, empathetic, and solutions-oriented under pressure
• Excellent written and verbal communication skills
• Familiarity with modern support tooling (Zendesk, Intercom, HubSpot, etc.)
• Experience collaborating with technical teams on workflow or product enhancements
• Ability to work with limited direction and exercise sound judgment in ambiguous situations
• Familiarity with or ability to quickly ramp on compliance-sensitive workflows (HIPAA, PCI, etc.)

Preferred Qualifications

• Exposure to or interest in automation / AI-powered support tools
• Prior experience coordinating with outsourced or offshore teams
• Background in early- or growth-stage startups; comfort operating without rigid structure

Why Join Photon

• Learn in a high-trust, collaborative environment that values autonomy and experimentation
• Work on a problem almost everyone you know has experienced, and help fix a system that's broken in ways most people just accept
• These are hard problems, and we expect a lot, but the growth and impact that come with it are real
• Join a team that gives a shit – about the work, about each other, and about doing things the right way. High trust, high standards, and we actually like spending time together

Our Values

💰 Pay Transparency

Compensation