Remote Patient Experience Operations Medical Virtual Assistant (backed by Y Combinator, $5M+ ARR, $2

About Legion Health At Legion Health, we believe everyone deserves fast, affordable, and world-class health care, and we’re developing the AI infrastructure to deliver it at scale. Legion is building autonomous medical care, starting with psychiatry. Our AI-native care-delivery platform automates much of the administrative work required to deliver direct patient care, allowing clinicians and patient-support teams to focus on the moments where human judgment and empathy matter most. Our technical moat is hard to copy—we combine rich data, production AI, doctors in the loop, and end-to-end care operations to deliver measurably better care to a clinically complex patient population. This has helped us complete tens of thousands of visits in just two years while holding operations costs flat and achieving industry-leading patient NPS and retention. While the last generation of healthcare startups made the existing system incrementally more efficient, Legion is rebuilding full-stack care delivery from first principles. Our vision is a 10X better patient experience that is higher quality, less expensive, and more scalable—and a 10X better clinician experience that frees providers to focus on what matters most: caring for patients. Legion Health is backed by Y Combinator, leading venture capital firms, and founders from Function Health, Modern Health, Everly Health, Trusted Health, Clipboard Health, PatientPing, Sesame Care, Faire, EasyPost, and fuboTV. Join us as we build the future of health care: faster, higher-quality, and more affordable, powered by clinicians, patient-support professionals, and AI working together. Role Logistics Job Type: Contract Role Type: Patient Experience / Patient Success / Care Coordination Ideal Experience Level: 2+ years Location: Fully remote Work Hours: 8-hour shift between 6:00 AM and 10:00 PM Central Time Hourly Compensation: $5–$15 per hour, based on experience The Opportunity Legion is hiring a compassionate, highly organized Patient Experience Representative to support patients throughout their care journey. You will communicate directly with patients by phone and messaging, help them navigate operational barriers, coordinate administrative and clinical-support workflows, and ensure that every interaction has a clear next step. Your work will help patients feel heard, informed, and supported while making it easier for Legion’s clinicians to deliver timely care. This is not a traditional customer-service role. You will support real patients who may be anxious, frustrated, confused, or experiencing delays in their care. You must be able to communicate calmly and empathetically while gathering accurate information, setting appropriate expectations, documenting each interaction, and following through until the issue is resolved or transferred to the correct team. You will also help patients remain engaged in care through proactive follow-ups, appointment reminders, and outreach. Strong patient support is not only about responding to questions—it is about anticipating barriers, preventing patients from falling through the cracks, and making a complicated healthcare experience feel clear and manageable. This is a fast-moving startup environment. The right person is adaptable, dependable, comfortable managing multiple patient conversations, and proactive about improving the workflows behind the patient experience. This is a strictly non-clinical role. You will not provide medical advice, diagnose patients, interpret symptoms, recommend treatment, or make clinical decisions. You will work closely with clinical teams by gathering information, supporting logistics, documenting requests, and routing clinical matters to the appropriate licensed professional. Responsibilities and Deliverables Respond to patient questions across phone and messaging platforms with clear, accurate, timely, and compassionate communication. Help patients understand what to expect and what actions they need to take next. Support appointment scheduling, rescheduling, cancellations, and patient onboarding. Conduct proactive outreach, reminders, and follow-ups to help patients remain engaged in care. Follow up with patients who have missed appointments, incomplete tasks, unresolved questions, or other barriers to continuing care. Support patient-retention workflows by identifying problems early and helping patients reach the correct team or next step. Coordinate administrative and clinical-support workflows, including: Prior authorizations: Gather required information, track status, follow up on outstanding steps, and elevate delays. Prescription and refill requests: Collect the patient’s request, document it accurately, and route it to the appropriate clinical team. FMLA and documentation requests: Complete intake, gather required information, route the request, track progress, and follow up. Pharmacy coordination: Help resolve logistical questions and route medication-related decisions to licensed clinical staff. Insurance and billing questions: Gather context and coordinate with the appropriate internal team. General patient administration: Manage follow-ups, forms, records requests, and cross-functional coordination. Document every material patient interaction accurately so teammates and clinicians understand what happened, what remains outstanding, and who owns the next step. Maintain clear follow-up queues and ensure unresolved patient needs do not fall through the cracks. Recognize urgent, sensitive, clinical, or safety-related concerns and follow the appropriate escalation procedure immediately. Coordinate with clinical operations, providers, billing, pharmacy-support, and other internal teams to resolve patient concerns. Communicate realistic expectations without making promises outside your authority. Follow approved scripts, SOPs, privacy requirements, and escalation protocols. Identify recurring patient questions, delays, and sources of confusion and share actionable feedback with the appropriate teams. Help improve patient-support templates, scripts, checklists, and standard operating procedures. Use approved systems consistently and maintain a reliable, high-speed internet connection and professional environment for patient calls. Protect patient privacy and handle sensitive information according to Legion’s policies and approved systems. Consistently aim to deliver the best possible experience for every patient and family. You’ll Be Successful If You… Make patients feel heard, respected, and supported—even when they are frustrated, worried, or confused. Communicate clearly and professionally in both spoken and written English. Explain next steps simply without sounding robotic, rushed, dismissive, or overly technical. Respond promptly and follow through consistently until each issue is resolved or transferred to the correct owner. Help patients remain engaged in care by reducing preventable confusion, delays, and administrative barriers. Manage multiple patient conversations and follow-up tasks without losing important details. Produce concise, accurate documentation that enables other teammates to act without repeating the entire conversation. Distinguish between administrative support and clinical decision-making. Recognize when an issue is outside your scope and elevate it promptly through the correct channel. Stay calm and use sound judgment during sensitive or emotionally difficult conversations. Learn Legion’s care model, patient workflows, systems, scripts, and escalation paths quickly. Follow established processes while identifying opportunities to make patient support faster, clearer, and more reliable. Adapt constructively as workflows change in a growing startup. Earn the trust of patients, clinicians, and teammates through empathy, reliability, discretion, and excellent follow-through. Ideal Background and Skills 2+ years of experience in a patient-facing support or healthcare-operations role. Experience in one or more of the following is strongly preferred: Behavioral health or psychiatry. Digital health or telehealth. Healthcare call centers. Patient access or patient experience. Nursing or medical administration. Pharmacy support. Insurance or prior-authorization support. Care coordination. Exceptional spoken and written English. Warm, clear, confident, and professional communication on patient phone calls. Strong patient empathy and the ability to remain calm during sensitive conversations. Excellent organization, attention to detail, and follow-through. Experience managing a high volume of calls, messages, cases, or patient-support requests. Familiarity with healthcare workflows such as scheduling, insurance, pharmacies, prior authorizations, refills, medical documentation, and patient forms. Experience working in a telehealth or healthcare call-center environment is highly preferred. Comfort using tools such as Dialpad, Slack, Healthie, EHRs, CRMs, ticketing systems, or similar platforms. Ability to work closely with clinical teams while remaining firmly within a non-clinical scope. Comfort working in a fast-paced startup where workflows and priorities may evolve. A clinical or healthcare background—such as medical-assistant, CNA, nursing, behavioral-health, or pharmacy experience is helpful but not required. A reliable computer, high-speed internet connection, and quiet, professional environment for patient calls. The most important qualifications are patient empathy, excellent communication, operational execution, sound judgment, accurate documentation, and reliable follow-through. Non-Clinical Scope This is a non-clinical patient-support role. You will not diagnose patients or assess medical conditions. You will not provide medical or medication advice. You will not recommend or make treatment decisions. You will not interpret symptoms, laboratory results, or clinical records for patients. You will not approve prescriptions, refills, prior authorizations, or medical documentation. You will route clinical, medication, safety, and treatment questions to the appropriate licensed team member. Your responsibility is to support patient communication, logistics, documentation, coordination, and escalation so patients can receive timely care from the appropriate clinical team. This Role Is Not a Fit If You… Are uncomfortable speaking with patients regularly by phone. Prefer work that does not involve emotionally sensitive or occasionally difficult conversations. Struggle to communicate clearly and professionally in spoken or written English. Dislike detailed documentation, follow-up queues, or repetitive coordination work. Frequently lose track of details when managing several conversations or cases. Wait for repeated instructions instead of proactively following up on unresolved issues. Are uncomfortable adapting when processes change. Want to provide clinical advice or make treatment decisions in this role. Are casual about privacy, documentation, attendance, response times, or follow-through. Compensation & Role Benefits Hourly Compensation: $5–$15 per hour, based on experience. Job Type: Contract. Schedule: 8-hour shift between 6:00 AM and 10:00 PM Central Time Work Setup: Fully remote. Impact: Help patients and families navigate mental-health care with greater clarity, continuity, and support. Autonomy and Learning: Develop experience across patient experience, telehealth operations, care coordination, healthcare administration, and behavioral-health workflows. Growth Opportunities: Take on broader ownership across patient experience, quality assurance, training, workflow improvement, or team leadership as Legion grows. Equal Employment Opportunity Legion Health is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, contractors, and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable law. We encourage applicants from all backgrounds to apply. #J-18808-Ljbffr legionhealth