At Fuze Health, we put patients first and tirelessly address the most pressing needs in healthcare. We empower millions to digitally connect with care providers, essential health resources and needed treatments – and enable care providers, employers, health plans and life sciences companies to meaningfully enhance quality, outcomes and value. We are dedicated to helping our partners evolve and modernize to meet emerging patient and marketplace needs.

Fuze Health’s foundation is built upon the strategic combination of several proven, technology-powered innovators in the digital health, diagnostics, and pharmacy sectors. Our growing portfolio brings together the capabilities of industry leaders including LetsGetChecked, Truepill, and Alto Pharmacy, to create a distinctive, unified force in healthcare. Together, we have the shared vision, advanced capabilities and talented teams to deliver next-generation solutions that patients and healthcare partners need today and into the future.

Job Description
 

The Patient Experience Coordinator II at FuzeRx plays a key role in delivering exceptional patient and customer support while ensuring a seamless experience throughout the prescription fulfillment process. Reporting to the Supervisor, Patient Operations, this individual contributor supports the Central Operations team by responding to patient and customer inquiries, resolving issues, collaborating across departments, and maintaining FuzeRx's commitment to patient-centered care and HIPAA compliance.

Key Responsibilities:

• Patient & Customer Support: Respond promptly to patient and customer inquiries through phone and messaging channels; provide accurate information regarding prescription claims, order status, shipping updates, and general service questions; maintain a positive, empathetic, and professional customer experience in every interaction.
• Issue Resolution & Escalation Management: Review and resolve escalated customer concerns and problem orders using internal tools and resources; identify appropriate solutions while ensuring timely issue resolution and customer satisfaction.
• Call Management & Communication: Answer inbound calls from patients, customers, and insurance providers; accurately route inquiries to appropriate internal departments when necessary; communicate effectively with internal and external stakeholders to ensure continuity of care and service.
• Cross-Functional Collaboration: Partner with Patient Operations and cross-functional teams to support efficient workflows and operational excellence; assist team members as needed to ensure service levels and departmental objectives are consistently met.
• Compliance & Confidentiality: Maintain strict adherence to HIPAA regulations and company confidentiality standards; handle all patient information with professionalism, discretion, and integrity while following established policies and procedures.
• Performance & Operational Excellence: Consistently meet or exceed established performance metrics and service expectations; demonstrate flexibility, accountability, and a team-first mindset by supporting operational needs and adapting to changing priorities in a fast-paced environment.

Required Experience & Qualifications:

Minimum Qualifications:

• High school diploma or GED equivalent.
• Minimum of 2 years of customer service experience, preferably within healthcare, pharmacy, or a related patient-facing environment.
• Excellent customer service, phone etiquette, and interpersonal communication skills.
• Strong written and verbal communication abilities with patients, customers, and internal teams.
• Detail-oriented with a high level of accuracy and organizational skills.
• Ability to work independently while collaborating effectively within a cross-functional team environment.
• Comfortable working remotely with multiple systems and adapting to evolving processes and technologies.
• Flexibility to work schedules that may include evenings, weekends, and holidays.
• Commitment to maintaining patient confidentiality and HIPAA compliance.

Preferred Experience & Qualifications:

• ​Experience supporting patients within a healthcare, pharmacy, telehealth, or healthcare operations environment.
• Familiarity with prescription processing, insurance inquiries, order management, or customer support platforms.
• Experience handling escalated customer issues while maintaining a high level of professionalism.
• Ability to thrive in a fast-paced, metrics-driven customer service environment.
• Demonstrated ability to build collaborative relationships across multiple operational teams.
• Strong problem-solving skills with a proactive, patient-first approach and willingness to support team priorities as business needs evolve.

Additional Information
 

Additional Physical Job Requirements

Physical requirements for this role include the ability to work at a computer terminal with monitor, keyboard and mouse for extended periods of time, stoop, bend, and reach for equipment and supplies, make frequent repetitive motions required to operate a computer that include the wrists, hands and fingers, and lift, carry, push, pull, and move light objects up to 20 pounds. The role also requires the ability to effectively communicate through verbal interactions, discern auditory information, and visually perceive details to perform essential job functions.

Consistent with the Americans with Disabilities Act (ADA) and similar applicable state laws, it is Fuze Health’s policy to provide reasonable accommodation to enable qualified individuals with disabilities to perform essential job functions, unless such accommodation would cause an undue hardship.

Salary and Benefits

Salary Range: $19.00-$22.00/hour

Commission Eligible: No

Travel: No - Required up to 0% of the time  

Location Requirement: Fuze Health is limited to individuals residing in the following states: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Vermont, Virginia, Washington (WA), Wisconsin .

Employment Authorization Requirement: Applicants must be authorized to work for any employer in the U.S. 

Benefits: Full-time employee benefits include: dental, vision, and multiple group medical plans to choose from, a 401(k) retirement savings plan, group life insurance, accidental death and dismemberment (AD&D) insurance, flexible spending account (FSA) and health savings account (HSA), commuter benefits, employer-paid short-term (STD) and long-term disability (LTD) insurance, and additional supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program). Employees are also provided flexible vacation time, accrued paid sick time, 10 paid holidays, (2 floating holidays for full time non-exempt employees) , and eight weeks of paid parental leave for eligible employees, additional paid weeks for the birthing parent, 4 weeks paid caregiver leave, and a Lifestyle Spending Account allowance each month.

More Benefits Information Here: Fuze Health Benefits Site.

Application Deadline: August 31, 2026

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Equal Opportunity Employer

Fuze Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected basis. If you have a disability and require reasonable accommodation during any portion of the application or hiring process, please contact us at talent@fuzehealth.com. 

Fuze Health considers qualified applicants with arrest or conviction records for employment and conducts background checks consistent with applicable law, including the California, Los Angeles County, San Francisco, Philadelphia, and New York City Fair Chance laws. We are an E-Verify participating company.

Use of Automated Decision Tools

Fuze Health recruiters and hiring managers may use automated decision tools to help identify candidates who match the stated job requirements, and to what extent. These tools are designed to help ensure fairness in all aspects of the hiring process by providing recruiters and hiring managers with data-backed insights based on information provided in your resume, including work experience, education, and other skills. Fuze Health does not use automated decision tools to make hiring decisions; hiring decisions always involve human review and input. If you have any questions or would like to request an alternative process, please contact us at talent@fuzehealth.com. 

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