Patient Care Associate

About the role

Oula delivers maternity care built around our patients-offering comprehensive support before, during, and after pregnancy. With fewer C-sections and higher VBAC success rates, our research-backed approach is delivering better outcomes. Our team of trusted midwives, OBGYNs, and dedicated care navigators ensure our patients get the type of care they need in the moments that matter most.

Since launching in 2021, we've expanded our services to include Preconception and Miscarriage Care, Pregnancy Care, Postpartum Support, and Gynecology. Today, we serve patients across six clinics in three states, with continued expansion planned for 2027 and beyond. Join our team of clinicians, innovators, operators, and technologists who are passionate about setting a new standard in maternity care.

About The Role

We're seeking a Patient Care Associate to join our collaborative maternity practice. We're looking for someone detail-oriented, empathetic, and passionate about delivering an exceptional patient experience.

In this role, you'll be a primary point of contact for patient inquiries and will work closely with our Customer Experience, Clinical Operations, and clinical teams to ensure smooth, supportive patient journeys. This early-career position is perfect for someone who thrives in a fast-paced healthcare environment and enjoys working on a dynamic, mission-driven team.

This is a full-time role at our Charlotte Clinic, 129 Greenwich Rd, Charlotte, NC 28211

Here's What You'll Do

• Answer incoming patient calls with warmth, professionalism, and consistency
• Answer incoming patient messages and/or routing them to the appropriate team
• Provide timely assistance with scheduling, directions, and general inquiries
• Process medical record requests (sending/receiving, ensuring accuracy, mapping medical records to the EMR, responding to medical records requests, calling other healthcare entities to obtain records)
• Route patient questions or concerns to the appropriate care team member
• Document all interactions in Oula's systems with attention to detail
• Support patient onboarding and access to virtual care resources
• Collaborate closely with Care Coordinators, Front Desk Associates, and clinical staff to ensure seamless patient experiences
• Consistently punctual and reliable, with the ability to be present on-site at our clinics during scheduled hours, with regular travel to other clinic locations and cross-coverage at the Front Desk as part of the role.
• Additional administrative tasks associated with daily patient requests or needs as directed by the Clinic Manager.

You are the perfect candidate if you are

• Passionate about improving maternity care through a combination of clinical care, technology, patient empowerment and education
• Ruthlessly organized and detail-oriented in your daily tasks
• Committed to providing outstanding service in the maternal healthcare space
• Able to communicate effectively both verbally and in writing with both internal and external stakeholders

Desired Experience & Qualifications

• High school diploma or equivalent required, some college and/or healthcare related coursework preferred
• Previous experience in customer service, administrative, or healthcare support role is a plus but not required
• Dependable and adaptable, with a strong commitment to punctuality, reliability, and the flexibility to travel regularly between clinic locations and provide Front Desk cross-coverage.
• Ability to navigate new and evolving processes
• Prior experience working with Athena, EPIC, Dorsata, Slack and/or Google Suite a plus
• Spanish or other non-English language proficiency a plus
• Excited about the opportunity and fast-paced work environment of an early-stage company

Pay and benefits

Oula offers a competitive total rewards package which includes base salary, and comprehensive benefits. Exact compensation inclusive of salary and any bonuses is determined based on a number of factors including experience and skill level, location, and qualifications which are assessed during the interview process. Oula is committed to fostering an inclusive workplace where everyone's contributions are valued.