Patient Resolution & Complaints Administrator

Role overview

This remote position is based in the United States and is being filled on behalf of a partner organization that will handle applications and all subsequent hiring steps. The role is centered on patient experience, with responsibility for receiving, investigating, and resolving concerns, complaints, and escalations efficiently and compassionately.

You will act as the main coordinator across the complaint journey, connecting patients with clinical, operational, financial, and other internal teams to make sure each issue is fully understood and addressed. The work blends patient advocacy with structured case management, so it requires both strong empathy and disciplined follow-through. In addition to handling individual cases, you will look for recurring patterns, surface process gaps, and help improve workflows in a healthcare-focused, technology-enabled environment.

Core accountabilities

• Own complaint handling from first intake through final closure, making sure every patient concern is logged correctly, categorized accurately, and prioritized in the central system.
• Be the primary point of contact for patients, offering considerate communication, setting expectations clearly, and sharing updates consistently during the resolution process.
• Review, assess, and triage complaints by evaluating seriousness, risk level, and likely cause, then selecting the right path to resolution.
• Work closely with specialist internal groups such as clinical, finance, legal, and operations to coordinate effective handling of complex matters.
• Provide final outcomes in a clear and empathetic way, including service recovery measures such as refunds, credits, or formal written responses when needed.
• Keep detailed and accurate records, including closure notes and structured documentation within internal tracking tools.
• Examine complaint data and performance trends to identify recurring issues and support broader process improvements.

Requirements

This role is best suited to someone with a background in patient advocacy or customer resolution, paired with strong emotional awareness and excellent organizational discipline.

• At least 3 years of experience in patient advocacy, healthcare operations, customer resolution, or complaint/escalation management.
• Strong emotional intelligence and a demonstrated ability to calm tense situations while communicating with empathy and clarity.
• Experience handling several active cases at once using structured workflows, ticketing tools, CRMs, or healthcare-related systems.
• Well-developed organization and project coordination skills, including the ability to manage priorities and align multiple stakeholders.
• A systems-oriented mindset with the ability to turn complaint patterns into practical improvements for service and process quality.
• Comfort using digital workplace tools such as CRM platforms, Slack, Google Workspace, or similar operational software.
• Background in healthcare, health-tech, or medical services is a strong plus.

Benefits and compensation

• Hourly pay between $25 and $31.25 USD, depending on experience and location.
• Health coverage that includes medical, dental, vision, and mental health support.
• A flexible vacation policy that supports time away to rest and recharge.
• Remote-friendly or otherwise flexible work setup, depending on the role structure.
• Retirement savings support, including 401(k) eligibility where applicable.
• Free access to preventative whole-body health scans for employees.
• Commuter support for transit and parking costs.
• Ongoing learning, growth, and internal development opportunities.
• A collaborative team culture with regular connection and social interaction.

Additional information

This opportunity is managed through a partner hiring process, and the partner company will review applications and handle the next steps directly. A matching system is used to screen candidates against the role’s key requirements and provide a shortlist to the hiring employer. Final hiring decisions, including interviews and assessments, are made by the employer’s internal team.

Data privacy notice

By applying, you agree that the recruiting partner may process your personal information to evaluate your candidacy and share relevant details with the hiring company. This is done under applicable data protection principles, including legitimate interest and pre-contractual processing where relevant. You may request access to, correction of, deletion of, or objection to the processing of your data at any time.

Artificial intelligence tools may be used to assist parts of the recruitment workflow, such as resume review, application analysis, response assessment, and basic inconsistency detection. These tools support the recruitment team but do not replace human judgment, and the final decision is always made by people.