Patient Service Representative - Patient Experience

📋 Description

• Serve as the first point of contact for patients, primarily via phone, with empathy, discretion
• Manage a high volume of inbound and outbound calls related to patient support, service recovery
• Respond to escalated, frustrated, or confused patients and resolve concerns with compassion and
• Navigate patient concerns using service recovery protocols and escalate when necessary
• Document patient interactions accurately in Zendesk and the Electronic Health Record (EHR) system
• Act as a patient advocate and liaison across departments to facilitate timely solutions

🎯 Requirements

• 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
• Proven ability to communicate clearly and professionally, both verbally and in writing
• Experience handling escalated patient concerns or grievances with discretion and empathy

🎁 Benefits

• Compensation: $60,000 annual salary, exempt
• Health, dental, and paid time off benefits
• 100% remote work environment
• Opportunity to join a fast-growing, mission-driven healthcare startup