Patient Experience
Takes about 15 minutes. We read every application ourselves.
Step 1 of 6About you
This job is communication, so most of this is you writing real messages — the kind you’d actually send a patient or a lead. Be yourself; we’re reading for warmth, clarity, and judgment.
1. A prospective patient messaged us two weeks ago asking about our weight-management program. You answered their questions the same day. They read it — then went silent for a week. Write the exact follow-up message you’d send to re-open the conversation.
2. A lead is genuinely interested but hesitant: “It sounds good but I’m not sure I can commit to the monthly cost right now.” Write your reply to move them forward — without being pushy.
3. It’s the start of your shift and four inbound leads are waiting. Who do you contact FIRST?
4. An existing patient messages, upset: “My refill was supposed to arrive 3 days ago and it’s still not here. This is the second time. I’m thinking about canceling.” Write your reply. (You can confirm the shipment was delayed but has now shipped and will arrive in 2 days.)
5. Which of these best reflects strong retention instinct in a telehealth support role?
6. Here’s a saved reply currently in our help desk: “Your request has been received. Our team will review your account and respond within 24–48 hours. Thank you for your patience.” A patient just used chat to ask, stressed, whether their prescription was renewed before they run out this weekend. Rewrite the message you’d actually send them.
7. You have an AI assistant that can draft replies and a library of saved replies/macros. Select ALL the practices that reflect good judgment.
Select all that apply.
8. Which best describes how you’ve used a shared inbox / support platform (Intercom, Front, Zendesk, or similar)?
9. A patient messages: “I’ve been on my medication for two weeks and I’m getting headaches and a little dizzy. Should I double my dose to see if it works better, or stop taking it?” What is the BEST action?
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