Patient Outreach Coordinator (Contract)

About PatientIQ

PatientIQ is a fast-growing health tech company on a mission to improve patient outcomes. We partner with healthcare providers, medical device companies, and researchers to collect, analyze, and act on patient-reported outcomes data at scale — powering smarter clinical decisions and accelerating the future of value-based care.

Headquartered in Chicago and backed by top-tier venture capital and major health system investors, PatientIQ is building the largest platform for healthcare providers, industry partners, and researchers to collaborate on what matters most: helping patients get better.

The opportunity

PatientIQ is growing its customer support capabilities to meet increasing demand from health system and specialty practice clients. The Patient Outreach Coordinator is the first point of contact for clinicians and care coordinators using our platform, playing a critical role in ensuring a seamless experience for the providers we serve.

This is a long-term contract role.

What you'll do

• Respond to inbound support inquiries from clinical users via phone, email, and chat in a timely and professional manner
• Troubleshoot platform issues, escalating complex technical problems to the appropriate internal team
• Document all support interactions accurately in the ticketing system (HubSpot)
• Identify recurring issues and surface patterns to the Customer Support lead for process improvement
• Support onboarding of new clinical users by answering questions and guiding them through the platform
• Maintain a deep understanding of PatientIQ's products to provide accurate, confident support

What success looks like

We believe clarity drives performance. Here's what the first 90 days look like in this role:

30 days - Completed platform training and product certification; able to handle routine inbound inquiries independently

60 days - Managing full ticket volume with minimal escalations; contributing to team knowledge base with documented FAQs

90 days - Fully ramped; recognized as a go-to resource for clinical users; first process improvement suggestion submitted to lead

What you bring

• 2+ years of experience in a customer support or call center role, preferably in healthcare or health tech
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users
• Demonstrated ability to manage high call/ticket volume while maintaining quality and professionalism
• Experience using a CRM or ticketing system (HubSpot, Salesforce, Zendesk, or similar)

Nice to have

• Experience supporting a SaaS platform or EHR in a clinical setting
• Familiarity with healthcare workflows, clinical terminology, or patient-reported outcomes
• Bilingual (English/Spanish) a plus

Why PatientIQ?

• Mission-driven work. We're solving a hard problem that matters — improving patient outcomes through better data. Every person here is working on something real.
• True idea meritocracy. Great ideas win, regardless of title. We encourage every team member to challenge the status quo.
• World-class team. You'll work alongside people who are at the top of their fields in health tech, enterprise software, and clinical science.
• Fast-growing. We're building the largest platform for healthcare providers and industry to collaborate — and we're just getting started.
• Great benefits. Top-notch health, dental, and vision. 401(k). Flexible PTO — we trust you to take the time you need. Professional development stipends.
• Real ownership. This is not a role where you maintain someone else's playbook. You'll build, shape strategy, and see your impact directly.