Patient Experience (PX) Representative

As a Patient Experience (PX) Representative at Verse Medical, you are the frontline for supporting patients and clinics with medical supply orders. Your primary goal is to ensure every patient receives the right supplies, on time, and with clear guidance.

You will handle inquiries about insurance coverage, product eligibility, delivery schedules, and returns, all while maintaining a high level of empathy and professionalism.

Key Responsibilities:

• Serve as the first point of contact for patients and clinics via phone, email, and messaging platforms.
• Provide accurate guidance on supply orders, refill eligibility, and insurance coverage.
• Troubleshoot and resolve patient issues, including delayed shipments, incorrect items, or insurance denials.
• Escalate complex cases to operations, billing, or management as needed.
• Document interactions clearly in internal systems to ensure continuity of care and information.
• Educate patients on company policies, out-of-pocket options, and clinic coordination.

Skills & Qualities:

• Strong communication skills and the ability to explain complex information simply.
• Empathy and patience in dealing with patients experiencing medical challenges.
• Attention to detail for order accuracy and documentation.
• Ability to work with internal teams and external clinics to resolve issues efficiently.
• Comfort using digital systems (VerseOS, knowledge bases, Slack, etc.) to access and record information.

Impact: PX Representatives ensure patients receive timely and accurate care by facilitating smooth communication between patients, clinics, and Verse Medical’s internal teams. You help build trust in the company while improving patient outcomes and satisfaction.

Common Questions You’ll Handle:

Insurance & Coverage:

• Why was my order covered last time but not now?
• Does my insurance cover [specific item]?
• Can I get a product not listed on my clinic’s order?

Refills & Eligibility:

• When is my next shipment eligible?
• Why do I get multiple shipments at different times?
• Can all my supplies be shipped together?

Product Questions:

• What sizes of compression garments do you have?
• How many ostomy pouches can I get at once?
• Can I return an item if it doesn’t fit?

Billing & Out-of-Pocket:

• Why is there an OOP price for this item?
• What happens if insurance denies coverage?
• How do I submit a claim for workers’ comp?

Shipping & Returns:

• I didn’t receive part of my order — what happened?
• How do I return or exchange an item?
• My package was missing/stolen — what do I do?

Tips:

• Check Resources first for answers before responding.
• Always use patient-friendly language.
• Document every interaction clearly and fully.
• Escalate complex cases to Support Ops, Billing, or your team lead.