Protera Health

Compensation

Full Description

Customer Success/Medical Receptionist Position Highlights: • Full-time, Remote • $20–$23 per hour (DOE), healthcare benefits, PTO, equity/stock options • Join an exciting startup helping patients with back, neck, and joint pain If you are interested in this position, please send your resume to careers@proterahealth.com Overview Protera Health is seeking a dedicated medical receptionist who will also provide Level 1 technical support and a light customer success function. This role leverages your strengths in medical administration, patient intake, customer service, and basic tech troubleshooting in a fully remote, work-from-home setting. About Protera Health: Protera Health is a health-tech startup transforming musculoskeletal (MSK) care. Founded by orthopedic surgeons and value-based care leaders, we combine a holistic, multidisciplinary model with patient-tracking technology. We empower patients through education, personalized home exercise programs, and timely communication with care teams to reduce pain, restore function, and lower avoidable orthopedic costs. Position Overview: As the first point of contact, you will ensure an exceptional patient experience from first touch through ongoing engagement. You will manage communications across channels, schedule and onboard patients, conduct intake visits, support the clinical team, and handle basic Level 1 tech support. You will also contribute to a light customer success function—proactively engaging patients, capturing feedback, and helping drive retention and satisfaction. Key Responsibilities Patient Operations • Serve as a positive representative of Protera Health, embodying our mission and values. • Manage patient communication via phone, text, and email in a professional and timely manner. • Coordinate patient care: scheduling/rescheduling, documentation, referral assistance, and record requests. • Process patient enrollments across multiple states and insurance providers. • Conduct patient intake/orientation and serve as the primary administrative point of contact. • Verify benefits and collect payments (e.g., copays/deductibles). • Maintain accurate patient records and ensure compliance with HIPAA and healthcare standards. • Manage physician referrals and collaborate closely with the clinical team. • Provide administrative support (meeting scheduling, materials preparation, correspondence). Level 1 Technical Support • Provide first-line support for patients and providers using our portal, telehealth tools, and apps (login issues, password resets, MFA, navigation). • Troubleshoot basic device and connectivity issues (audio/video setup, browser compatibility, cache/cookies, app updates, permissions). • Guide patients through accessing and completing digital forms, questionnaires, and home exercise content. • Document and triage technical issues using ticketing/CRM tools; escalate clearly to Product/Engineering or vendors when needed. • Track and close support tickets, ensuring timely resolution and patient follow-up. • Contribute to patient-facing FAQs, quick-start guides, and simple how-to content. Customer Success (Patient Engagement) • Support onboarding to drive early success and reduce barriers to care. • Conduct proactive check-ins, reminders, and re-engagement outreach for patients at risk of disengagement. • Capture the voice of the patient, log feedback, and partner with clinical and product teams to improve workflows and content. • Monitor satisfaction (e.g., CSAT/NPS), identify trends, and suggest improvements. • Help optimize communication cadences that support adherence and retention. About You You thrive in a fast-paced startup environment and can manage multiple priorities with minimal supervision. You are organized, tech-comfortable, and passionate about delivering excellent service to patients and teammates. Must-Haves • 2+ years in a patient-facing administrative role. • Proficiency in insurance/benefit verification and patient eligibility checks. • Strong organizational and time management skills with attention to detail. • Excellent written and verbal communication skills. • Comfort with basic troubleshooting on web/mobile (iOS/Android), telehealth tools, and patient portals. • Ability to adapt quickly, prioritize, and operate independently while collaborating across teams. • High integrity and respect for patient privacy (HIPAA). Nice-to-Haves • Experience managing high patient volumes in an EHR and/or CRM/ticketing system. • Prior exposure to customer success, patient engagement, or retention programs. • Startup or telehealth experience. • Strong presentation skills for group orientations or webinars. • Familiarity with tools like Google Workspace, Slack/Zoom, EHRs, and basic ticketing systems. Compensation & Benefits • Hourly rate: $20–$23 (commensurate with experience, skills, and qualifications) • Comprehensive healthcare benefits • Paid time off (PTO) and paid holidays • Equity in the company Location • Fully Remote (U.S.-based) How to Apply • Email your resume to careers@proterahealth.com Job Type: Full-time Work Location: Remote