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: annual salary, based on experience
- Opportunity to join a fast-growing, mission-driven healthcare startup
- Health, dental, and paid time off benefits
- 100% remote work environment
The interview process will include: 📚
- Recruiter Screen (30 min)
- Hiring Manager Screen (30–45 min)
- Final Team Interviews (30 min)
Please note that all official communication from Midi Health will come from an @joinmidi.com email address. We will never ask for payment of any kind during the application or hiring process. If you receive any suspicious communication claiming to be from Midi Health, please report it immediately by emailing us at [email protected].
Midi Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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