Support · Remote

Patient Experience Coordinator

Help ensure every patient interaction with Infertility Aide is helpful, responsive, and professional, from questions to feedback.

The Patient Experience Coordinator helps ensure every interaction with Infertility Aide is helpful, responsive, and professional. This role supports patients throughout their journey by answering questions, resolving issues, gathering feedback, and working closely with internal teams to continuously improve the user experience.

Responsibilities

•Respond to patient inquiries via email, chat, and other communication channels.
•Guide users to relevant resources, doctors, and platform features.
•Resolve issues efficiently while maintaining a high standard of service.
•Escalate technical, medical, or operational issues to the appropriate teams.
•Identify recurring questions, pain points, and opportunities for improvement.
•Maintain accurate records of user feedback and support interactions.
•Collaborate with product, content, and engineering teams to improve the overall patient experience.

What matters most

•You genuinely enjoy helping people and creating positive experiences.
•You're patient, empathetic, and remain calm under pressure.
•You communicate clearly and know how to explain complex information simply.
•You enjoy solving problems and finding practical solutions.
•You notice patterns in customer feedback and think about how processes can be improved.
•Experience in customer support, hospitality, or healthcare is helpful, but we're primarily looking for people who care deeply about serving others.

As part of our Customer First culture, every team member contributes to supporting our users and improving their experience.