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You are the trusted first point of contact for our members. Through every interaction, you deliver clinically accurate, empathetic, and efficient support, ensuring members feel guided, heard, and cared for throughout their journey with Pomelo. You will manage the lifecycle of patient communication and navigation, ensuring no detail is overlooked as our members move through their care journey.
Job Responsibility:
Act as the initial human touchpoint for patients, managing a high volume of inbound & outbound messages via email and chat
Coordinate essential care logistics, including verifying medical and prescription eligibility, assisting with specialist referrals, and initiating prior authorizations
Triage & properly escalate member concerns using established protocols
Maintain documentation within Zendesk and our Electronic Health Record (EHR)
Partner cross-functionally to identify friction points in the patient experience
Propose and implement improvements to workflows, tools, and member-facing processes
Requirements:
3+ years of experience in high-touch, patient-facing environments
Proficient in Zendesk (or similar ticketing tools) and Athena (or comparable EHR systems)
Exceptional written and verbal communication skills, with the ability to translate complex healthcare information into clear, empathetic guidance
Proven judgment in handling sensitive issues, escalations, and time-sensitive care needs
Organized, detail-oriented, and energized by managing multiple workflows in a fast-paced environment