Patient Experience Representative

The healthcare industry still relies on faxes and phone tags to coordinate critical care for patients at home. We think patients and the clinicians who serve them deserve better than a system stuck in 1995.

Verse Medical is building the modern software infrastructure to make it happen. We're a well-funded Series C company (backed by General Catalyst, SignalFire, and Sapphire Ventures) on a mission to heal a fragmented system. Our platform connects the dots between providers, payors, and patients, ensuring people get the high-quality care they need, reliably and right where they live. We’re growing fast and looking for people who are driven by this mission to join us!

Our values are the operating system for how we work together and with our partners. They aren't just words on a wall; they are the principles we bring to every decision, every day.

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  Serve as the first point of contact for patients and clinics via phone, email, and messaging platforms.

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  Patient outreach to provide accurate guidance on supply orders

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  Provide accurate guidance on supply orders, refill eligibility, and insurance coverage.

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  Troubleshoot and resolve patient issues, including delayed shipments, incorrect items, or insurance denials.

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  Escalate complex cases to operations, billing, or management as needed.

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  Document interactions clearly in internal systems to ensure continuity of care and information.

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  Educate patients on company policies, out-of-pocket options, and clinic coordination.
  

• 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.

• 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?
  

• When is my next shipment eligible?

• Why do I get multiple shipments at different times?

• Can all my supplies be shipped together?
  

• 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?
  

• Why is there an OOP price for this item?

• What happens if insurance denies coverage?

• How do I submit a claim for workers’ comp?
  

• 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?
  

• 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.
  

At Verse Medical, our mission is to deliver equitable, hospital-quality care to everyone, regardless of their background or where they live. We can only achieve this if our own team reflects the diversity of the patients we serve. We are committed to building a workplace where everyone feels a sense of belonging, where their contributions are valued, and where they can do their best work. We embrace diversity of all kinds: race, gender, age, religion, identity, experience. We are actively working to build a more inclusive and equitable world, starting from within our own walls. We are an equal opportunity employer.

We are also committed to providing a positive and accessible interview experience. If you require any accommodations to participate in our process, please contact us at recruiting@versemedical.com.