Patient Service Representative - Patient Experience
Description
Patient Service Representative - Patient Experience: 🤝🧾 As a Patient Service Representative, you will serve as a vital bridge between patients, clinicians, and internal teams. You will manage high-touch interactions across multiple channels, resolve escalated patient concerns, and ensure a seamless experience from scheduling to billing. This is not a traditional front-desk role, you will be working in a fast-paced, digital-first environment, requiring agility, empathy, and technical fluency. PSRs demonstrate sound judgment, empathy, and professionalism when addressing patient feedback, complaints, or grievances. They serve as a resource for patients, collaborate across departments, and contribute to continuous improvement within the patient journey. This position is ideal for someone who thrives in a dynamic, startup setting, has strong experience with tools like Zendesk, and is deeply passionate about improving the patient experience in modern healthcare. This job is “HOT”: 🔥 - Make a real impact on women’s health – Help patients navigate their healthcare journey with care and clarity. - Work from anywhere – Enjoy full remote flexibility while being part of a mission-driven, collaborative team. - Shape the future of a growing startup – Contribute to processes, tools, and workflows as Midi Health expands and innovates in women’s care. Business impact: 📈 - Serve as the first point of contact for patients, primarily via phone, with empathy, discretion, and follow-through, providing exceptional patient care - Manage a high volume of inbound and outbound calls related to patient support, service recovery, scheduling, and care coordination - Respond to patients who may be escalated, frustrated, or confused, and work to resolve their concerns with compassion and professionalism - Navigate patient concerns using appropriate service recovery protocols and escalate when necessary - Document patient interactions accurately and thoroughly in Zendesk and the Electronic Health Record (EHR) system - Act as a patient advocate and liaison across departments to facilitate timely and effective solutions - Proactively identify areas for patient experience improvement and share feedback with leadership - Uphold patient confidentiality across all communications, systems, and platforms - Embody core values of compassion, accountability, respect, integrity, and trust What you will need to succeed: 🌱 - 5+ years of experience in a high-touch, patient-facing role - 2+ years of experience using Zendesk (or comparable ticketing software) - 2+ years of experience using Athena (or comparable EHR system) - 2+ years of experience using Google Workspace (required) - Proven ability to communicate clearly and professionally, both verbally and in writing - Experience handling escalated patient concerns or grievances with discretion and empathy - Strong critical thinking, judgment, and decision-making skills - Must have a quiet, distraction-free home workspace and reliable high-speed internet - Bilingual (Spanish or other language) a plus What we offer: 💼 ✨ - Compensation: $60,000 annual salary, exempt, based on experience, location and other variables <li>