Description
Hims & Hers is the leading health and wellness platform, on a mission to help the world feel great through the power of better health.
As a Patient Support Associate, your role will be to provide high-quality, empathetic support to patients in both French and English.
Working alongside the Support and Operations team, you will help deliver a friendly, reliable, and patient-focused experience in a fast-paced telehealth environment.
Hours: Monday–Friday, 9:00am–5:00pm
- In-Office: 3 days/week
- Remote: 2 days/week (Work From Home)
- Flexibility: Evening and weekend availability preferred
Responsibilities:
- Play a key role in the frontline patient support function, serving as a trusted voice for patients and helping deliver an exceptional experience in every interaction.
- Serve as a primary point of contact for French-speaking patients, while also supporting English-speaking patients as needed.
- Respond to patient requests by email and chat with empathy, care, and accuracy, taking the time to understand each person's needs and building trust through clear, thoughtful communication.
- Navigate various customer service platforms and tools to deliver personalized support.
- Become a subject matter expert on all Hims & Hers products and offerings, enabling guidance of patients with confidence.
- Contribute to team goals and KPIs that reflect the quality of the patient experience and drive continuous improvement.
- Work with CX leadership to improve the patient journey, advocating for patient needs, identifying key touchpoints in patient interactions, and developing strategies to strengthen patient trust and satisfaction.
Requirements:
- Minimum 1 year of experience in a customer-facing role
- Native fluency in French and professional proficiency in English, with strong written and verbal communication skills
- Self-motivated, with a demonstrated ability to take initiative and work independently when required
- High degree of accuracy and attention to detail in all aspects of communication and documentation
- Strong time management skills and ability to prioritize tasks effectively in a fast-paced environment
- Willingness to work in a team environment and promote company culture
Benefits:
- Competitive salary and attractive compensation for full-time positions
- Comprehensive benefits package, including health and dental insurance