Linkedin: https://www.linkedin.com/company/mindfriend Location: 100% Remote Job Type: Full-time / Part-time About Mind Friend At Mind Friend, we believe that accessing quality mental healthcare should be as simple as reaching out to a good friend. We are a fast-growing telehealth platform dedicated to providing compassionate, accessible, and effective psychological support to our clients from the comfort of their homes. We are looking for a highly empathetic and organized Telehealth Psychologist Assistant to join our fully remote team and support our licensed psychologists in delivering top-tier care.

Role Description As a Product Support Specialist at Teachable, you play a crucial role in empowering our users to excel on our platform. You will troubleshoot complex technical issues, contribute to our operational success, and participate in experiments to elevate the value Product Support provides to customers and the business. You are the bridge between our innovative product offerings and the needs of our creators. Your dedication to understanding our products and your commitment to exceptional customer support will contribute to the growth and success of our creators’ businesses. - Engage with customers through various channels including chat, email, and virtual meetings to provide timely and effective solutions. - Collaborate closely with cross-functional teams to efficiently troubleshoot and resolve customer issues, delivering seamless support experiences. - Actively participate in team meetings, company-wide discussions, and one-on-one sessions to stay informed and contribute to the team's success. - Consistently meet or exceed both individual and team Key Performance Indicators (KPIs) to ensure high-quality support. - Take the initiative to update Help Center articles, train our AI agent, and enhance other support resources to improve the overall customer experience. - Support colleagues by promptly addressing questions and sharing insights in designated team communication channels. - Contribute to product launches by sharing valuable customer insights and feedback, ensuring continuous improvement of our offerings. - Additional tasks as approved by leadership. Qualifications - 2+ years of experience in product support, preferably in a Software as a Service (SaaS) environment. - Excellent written and verbal communication skills. - Fluent or advanced English proficiency (spoken and written) required. - Familiarity with debugging tools, browser developer tools, and log analysis. - Strong problem-solving abilities and a proactive approach to challenges. - Ability to work in a fast-paced, dynamic environment while maintaining a positive attitude. - Experience with customer service platform. Benefits - Remote-first culture with added flexibility. - In-person events throughout the year for bonding, strategic alignment, goal-setting, and celebrations.

• Lead projects & events ensuring we deliver an awesome client experience and mentoring more junior members in the team • Serve as the primary point of contact for dedicated clients, interfacing with the broader Morressier team to meet needs, solve challenges, and ensure overall customer success • Onboard new clients via video training calls • Present, define and execute on project scope according to partnership agreements • Get product feedback and represent clients needs and future roadmap • Present new product developments to clients and ensure consistent communication • Manage post-project client debriefs • Deliver outstanding customer service using the shared Intercom help desk and the online knowledge base

Department: Customer Service and Client Relations Work Arrangement: Remote Job Type: Independent Contractor, Full Time Work Schedule: US Time Zone (expected to be flexible with the client's preference) Locations: Philippines, LATAM, South Africa, Kenya, and other remote regions with excellent English communication skills About Pearl Talent Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They're looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we've hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US. Hear why we exist, what we believe in, and who we're building for: WATCH HERE Why Work with Us? At Pearl, we're not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers. Role Overview The Patient Care Coordinator serves as the primary point of contact and advocate for patients accessing telehealth services, clinical research studies, specialty care for complex chronic conditions, and healthcare navigation support. This role demands exceptional empathy, communication, and organizational skills to ensure patients feel fully supported throughout their healthcare journey. You'll guide families and patients through complex healthcare systems, coordinate care across clinical teams, manage appointments and prescriptions, and serve as a compassionate advocate during both challenging and celebratory moments. This is not a typical administrative role—you'll work with real families facing real human challenges, empowering underserved populations to access transformative care. Your Impact Your compassionate support will directly improve patient satisfaction, trust, and health outcomes by ensuring seamless access to care and personalized guidance. You'll build lasting relationships that transform one-time patients into long-term advocates for healthcare services. By identifying and resolving care barriers, you'll enhance operational efficiency and contribute to continuous improvements in patient experience. Your advocacy will help underserved and often misdiagnosed patients access specialized care that dramatically improves their quality of life. In clinical research settings, your work will enable meaningful patient participation in studies that advance medical knowledge. Your ability to navigate complex healthcare systems on behalf of patients will reduce stress and confusion during vulnerable moments. Core Responsibilities Patient Support & Communication (50%) - Act as first line of contact for patient inquiries across platforms—EHR, secure chat, phone, and messaging - Respond to inbound patient messages and communications promptly and empathetically - Educate patients about telehealth services, clinical trials, and specialty care options - Guide patients through platform usage, study protocols, and care processes with clarity - Handle scheduling, appointment coordination, prescription management, and follow-ups - Address patient concerns with personalized, compassionate solutions and active listening - Provide clear communication about study details, requirements, and next steps - Ensure patient-related inquiries are handled in timely manner through clinical team collaboration - Set and maintain high expectations for family care standards and patient experience Care Coordination & Patient Navigation (40%) - Conduct initial outreach to patients interested in clinical trials or specialty care services - Administer secondary pre-screener questionnaires and qualification assessments - Guide patients through onboarding process, explaining services, requirements, and addressing questions - Work closely with clinical teams and external providers to coordinate diagnostic testing, imaging, and referrals - Manage prior authorizations, insurance coordination, and healthcare system navigation - Track patient progress across the care journey ensuring continuity of care - Send appointment reminders, follow-ups, and medication/treatment adherence communications - Guide families through complexities of healthcare system providing support at every step - Serve as patient advocate offering encouragement and assistance during challenging moments - Manage the family care pipeline closely with clinical teams for seamless experience - Flag care gaps, systemic barriers, and financial obstacles to appropriate teams Documentation & Data Management (5%) - Accurately log patient interactions, details, and progress in CRM and EHR systems - Serve as Medical Scribe documenting patient encounters and physician notes in EMR - Maintain HIPAA-compliant documentation and confidential patient records - Ensure timely and precise medical documentation supporting high-quality patient care - Handle sensitive patient information with strict confidentiality protocols - Maintain accurate records ensuring compliance with HIPAA and regulatory standards - Track patient data systematically for reporting and care coordination purposes Cross-Functional Collaboration & Process Improvement (5%) - Collaborate with operations, recruitment, clinical, product, and documentation teams - Act as liaison fostering collaboration across departments to advance organizational mission - Provide valuable insights and feedback to improve processes and enhance patient experience - Document patient feedback contributing to workflow enhancements and service improvements - Participate in team meetings and continuous process improvement efforts - Stay up-to-date on new products, features, and best practices in telehealth and specialty care - Use and create automations to create operational leverage and reduce manual tasks - Escalate complex cases to higher-level support when necessary with detailed context