Patient Service Representative - Patient Experience

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Patient Service Representative – Patient Experience based in the United States.** The Patient Service Representative will play a key role in delivering a compassionate, seamless, and patient-centered healthcare experience in a digital-first environment. Acting as a vital connection between patients, clinicians, and internal teams, this individual will support patients throughout their healthcare journey, from scheduling to billing-related concerns. The role involves managing high volumes of phone interactions, resolving escalated complaints, and ensuring every patient receives attentive and professional support. The successful candidate will combine empathy, sound judgment, technical proficiency, and strong communication skills to navigate sensitive situations and deliver effective solutions. Working within a fast-growing healthcare organization focused on improving women's health, the representative will also contribute to service improvements and more efficient patient support processes. This fully remote opportunity is ideal for someone who thrives in a dynamic startup environment and is passionate about making healthcare more accessible and supportive. ### Accountabilities - Serve as a primary point of contact for patients, primarily by phone, providing empathetic, professional, and timely assistance. - Manage a high volume of inbound and outbound calls related to patient support, appointment scheduling, service recovery, and care coordination. - Address escalated patient concerns, complaints, and grievances with compassion, discretion, and professionalism. - Apply appropriate service recovery protocols to resolve patient issues and escalate complex matters when necessary. - Document patient interactions accurately and thoroughly in Zendesk and the electronic health record (EHR) system. - Act as a patient advocate and liaison between patients, clinicians, and internal departments to facilitate timely, effective resolutions. - Maintain clear communication and consistent follow-through to ensure a smooth patient experience across multiple touchpoints. - Identify recurring concerns, service gaps, and opportunities to improve patient satisfaction, sharing relevant feedback with leadership. - Protect patient confidentiality across all communications, systems, and digital platforms. - Demonstrate the values of compassion, accountability, respect, integrity, and trust in every interaction. - Adapt to evolving workflows, tools, and priorities within a fast-paced, growing healthcare environment. ### Requirements - At least 5 years of experience in a high-touch, patient-facing role. - At least 2 years of experience using Zendesk or comparable customer support ticketing software. - At least 2 years of experience using Athena or a comparable electronic health record (EHR) system. - At least 2 years of experience using Google Workspace; this is a required qualification. - Excellent verbal and written communication skills, with the ability to explain information clearly and professionally. - Demonstrated experience managing escalated patient concerns or grievances with empathy, discretion, and effective de-escalation techniques. - Strong critical thinking, judgment, and decision-making abilities, particularly when handling sensitive or emotionally charged situations. - A patient-first mindset and a genuine commitment to delivering high-quality support and improving the healthcare experience. - Ability to manage competing priorities and maintain accuracy while handling a high volume of patient interactions. - Comfort working independently in a digital-first, fast-paced environment. - A quiet, distraction-free home workspace and reliable high-speed internet connection. - Spanish or another additional language is a plus. - Must be legally authorized to work in the United States without current or future visa sponsorship. ### Benefits - Annual salary: $60,000, classified as exempt compensation. The final offer may depend on experience, location, and other relevant factors. - Fully remote work: Work remotely as part of a collaborative, mission-driven team. - Healthcare coverage: Medical, dental, and vision benefits. - Paid time off: Paid time off is offered; specific accrual details were not provided in the job description. - Mission-driven impact: Help improve women's healthcare experiences by supporting patients through important stages of their healthcare journey. - Startup environment: Opportunity to contribute to a growing healthcare organization and help improve its processes, tools, and workflows. - Professional collaboration: Work closely with patients, clinicians, and internal teams to deliver effective, coordinated support. - Work location eligibility: Remote employment is subject to applicable location requirements. Candidates should confirm eligibility if residing in California, Washington state, or New York.