Remote Patient Experience Operations Medical Virtual Assistant (backed by Y Combinator, $5M+ ARR, $23M+ raised)

🧠 ABOUT LEGION HEALTH

At Legion Health, we believe everyone deserves fast, affordable, and world-class health care, and we’re developing the AI infrastructure to deliver it at scale.

Legion is building autonomous medical care, starting with psychiatry. Our AI-native care-delivery platform automates much of the administrative work required to deliver direct patient care, allowing clinicians and patient-support teams to focus on the moments where human judgment and empathy matter most.

Our technical moat is hard to copy—we combine rich data, production AI, doctors in the loop, and end-to-end care operations to deliver measurably better care to a clinically complex patient population. This has helped us complete tens of thousands of visits in just two years while holding operations costs flat and achieving industry-leading patient NPS and retention.

While the last generation of healthcare startups made the existing system incrementally more efficient, Legion is rebuilding full-stack care delivery from first principles. Our vision is a 10X better patient experience that is higher quality, less expensive, and more scalable—and a 10X better clinician experience that frees providers to focus on what matters most: caring for patients.

Legion Health is backed by Y Combinator, leading venture capital firms, and founders from Function Health, Modern Health, Everly Health, Trusted Health, Clipboard Health, PatientPing, Sesame Care, Faire, EasyPost, and fuboTV.

Join us as we build the future of health care: faster, higher-quality, and more affordable, powered by clinicians, patient-support professionals, and AI working together.

📍 ROLE LOGISTICS

• Job Type: Contract

• Role Type: Patient Experience / Patient Success / Care Coordination

• Ideal Experience Level: 2+ years

• Location: Fully remote

• Work Hours: 8-hour shift between 6:00 AM and 10:00 PM Central Time

• Hourly Compensation: $5–$15 per hour, based on experience

🚀 THE OPPORTUNITY

Legion is hiring a compassionate, highly organized Patient Experience Representative to support patients throughout their care journey.

You will communicate directly with patients by phone and messaging, help them navigate operational barriers, coordinate administrative and clinical-support workflows, and ensure that every interaction has a clear next step. Your work will help patients feel heard, informed, and supported while making it easier for Legion’s clinicians to deliver timely care.

This is not a traditional customer-service role. You will support real patients who may be anxious, frustrated, confused, or experiencing delays in their care. You must be able to communicate calmly and empathetically while gathering accurate information, setting appropriate expectations, documenting each interaction, and following through until the issue is resolved or transferred to the correct team.

You will also help patients remain engaged in care through proactive follow-ups, appointment reminders, and outreach. Strong patient support is not only about responding to questions—it is about anticipating barriers, preventing patients from falling through the cracks, and making a complicated healthcare experience feel clear and manageable.

This is a fast-moving startup environment. The right person is adaptable, dependable, comfortable managing multiple patient conversations, and proactive about improving the workflows behind the patient experience.

This is a strictly non-clinical role. You will not provide medical advice, diagnose patients, interpret symptoms, recommend treatment, or make clinical decisions. You will work closely with clinical teams by gathering information, supporting logistics, documenting requests, and routing clinical matters to the appropriate licensed professional.

✅ RESPONSIBILITIES AND DELIVERABLES

• Respond to patient questions across phone and messaging platforms with clear, accurate, timely, and compassionate communication.

• Help patients understand what to expect and what actions they need to take next.

• Support appointment scheduling, rescheduling, cancellations, and patient onboarding.

• Conduct proactive outreach, reminders, and follow-ups to help patients remain engaged in care.

• Follow up with patients who have missed appointments, incomplete tasks, unresolved questions, or other barriers to continuing care.

• Support patient-retention workflows by identifying problems early and helping patients reach the correct team or next step.

• Coordinate administrative and clinical-support workflows, including:

• Prior authorizations: Gather required information, track status, follow up on outstanding steps, and escalate delays.

• Prescription and refill requests: Collect the patient’s request, document it accurately, and route it to the appropriate clinical team.

• FMLA and documentation requests: Complete intake, gather required information, route the request, track progress, and follow up.

• Pharmacy coordination: Help resolve logistical questions and route medication-related decisions to licensed clinical staff.

• Insurance and billing questions: Gather context and coordinate with the appropriate internal team.

• General patient administration: Manage follow-ups, forms, records requests, and cross-functional coordination.

• Document every material patient interaction accurately so teammates and clinicians understand what happened, what remains outstanding, and who owns the next step.

• Maintain clear follow-up queues and ensure unresolved patient needs do not fall through the cracks.

• Recognize urgent, sensitive, clinical, or safety-related concerns and follow the appropriate escalation procedure immediately.

• Coordinate with clinical operations, providers, billing, pharmacy-support, and other internal teams to resolve patient concerns.

• Communicate realistic expectations without making promises outside your authority.

• Follow approved scripts, SOPs, privacy requirements, and escalation protocols.

• Identify recurring patient questions, delays, and sources of confusion and share actionable feedback with the appropriate teams.

• Help improve patient-support templates, scripts, checklists, and standard operating procedures.

• Use approved systems consistently and maintain a reliable, high-speed internet connection and professional environment for patient calls.

• Protect patient privacy and handle sensitive information according to Legion’s policies and approved systems.

• Consistently aim to deliver the best possible experience for every patient and family.

🏆 YOU’LL BE SUCCESSFUL IF YOU…

• Make patients feel heard, respected, and supported—even when they are frustrated, worried, or confused.

• Communicate clearly and professionally in both spoken and written English.

• Explain next steps simply without sounding robotic, rushed, dismissive, or overly technical.

• Respond promptly and follow through consistently until each issue is resolved or transferred to the correct owner.

• Help patients remain engaged in care by reducing preventable confusion, delays, and administrative barriers.

• Manage multiple patient conversations and follow-up tasks without losing important details.

• Produce concise, accurate documentation that enables other teammates to act without repeating the entire conversation.

• Distinguish between administrative support and clinical decision-making.

• Recognize when an issue is outside your scope and escalate it promptly through the correct channel.

• Stay calm and use sound judgment during sensitive or emotionally difficult conversations.

• Learn Legion’s care model, patient workflows, systems, scripts, and escalation paths quickly.

• Follow established processes while identifying opportunities to make patient support faster, clearer, and more reliable.

• Adapt constructively as workflows change in a growing startup.

• Earn the trust of patients, clinicians, and teammates through empathy, reliability, discretion, and excellent