Patient & Provider Operations Specialist Brooklyn, NYC Operations 21 hours ago In office Full-time Location: NYC Metro Area (Williamsburg Office 3+ Days/Week) Reports to: Chief Operating Officer Company Mission Photon gives patients ownership of prescriptions. Our platform enables clinicians to send prescriptions to patients via text, which saves them time by allowing their patients to shop between pharmacies. The vision is to help consumers save money by increasing transparency. Who We’re Looking For We’re looking for a Patient & Provider Operations Specialist to support and continuously improve how Photon serves patients and providers. You’ll sit at the intersection of people, process, and product—helping patients navigate their prescriptions, supporting providers who use our tools, and identifying ways to make our workflows smoother and smarter. This role is ideal for someone who is experienced, curious, and proactive. You’ll work independently, collaborate cross-functionally with Product, Engineering, and Commercial and contribute creative solutions to new challenges as Photon scales. Success here requires empathy, strong operational judgment, and a bias toward action. Core Responsibilities Own day-to-day inbound support for patients and providers across email, chat, and phone Troubleshoot complex issues and partner with Product and Engineering to ensure fast, high-quality resolution Identify recurring pain points and recommend process improvements or tooling updates Translate feedback from patients and providers into clear, actionable insights for internal teams Maintain and improve internal documentation and knowledge bases Assist with onboarding and education for new providers and clinics Coordinate with our BPO partner to ensure consistent quality and escalation handling Operate autonomously while communicating priorities and progress to leadership Required Qualifications 4+ years of experience in customer or patient operations, support, or experience roles (healthtech/healthcare preferred) Demonstrated ability to analyze and improve processes in a fast-moving environment Comfort being customer-facing in high-stakes or emotionally charged situations; calm, empathetic, and solutions-oriented under pressure Excellent written and verbal communication skills Familiarity with modern support tooling (Zendesk, Intercom, HubSpot, etc.) Experience collaborating with technical teams on workflow or product enhancements Ability to work with limited direction and exercise sound judgment in ambiguous situations Familiarity with or ability to quickly ramp on compliance-sensitive workflows (HIPAA, PCI, etc.) Preferred Qualifications Exposure to or interest in automation / AI-powered support tools Prior experience coordinating with outsourced or offshore teams Background in early- or growth-stage startups; comfort operating without rigid structure Why Join Photon Learn in a high-trust, collaborative environment that values autonomy and experimentation Work on a problem almost everyone you know has experienced, and help fix a system that's broken in ways most people just accept These are hard problems, and we expect a lot, but the growth and impact that come with it are real Join a team that gives a shit – about the work, about each other, and about doing things the right way. High trust, high standards, and we actually like spending time together Our Values 🍕🐀 Be a Pizza Rat – We're ambitious subway dwellers. It's our slice and we're not letting go. 🍚🍣 Make Rice – We don't prepare fish until we've mastered rice. Quality is in details. 🛰️🌎 Put it in Orbit – We know success happens well after lift-off. The rocket isn't our mission. 🔍🏴☠️ Seek Buried Treasure – We're digging in unexpected places. Our adventure has meaning. 🍄🌒 Grow in Darkness – We're thriving amidst forest decay. Our day in the sun will come. 💰 Pay Transparency Photon uses Carta Total Compensation benchmarks to ensure competitive and equitable pay across all roles. This position is benchmarked to the IC4 Operations level. Estimated annual salary range: $120,000 – $150,000 USD Actual base salary will depend on experience, qualifications, and interview performance. Total compensation also includes equity and comprehensive employee benefits. Compensation The base pay range for this role is $120,000 – $150,000 per year. Ready to apply? Powered by First name * Last name * Email * LinkedIn URL Phone number Location * Resume * Click to upload or drag and drop here By applying you agree to Gem's terms and privacy policy. Save your info to apply to other roles faster & help employers reach you. Req ID: R19