Patient Service Representative – Patient Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for patients, mainly through phone interactions, demonstrating empathy, discretion, and commitment to delivering outstanding patient care.

• Handle a significant volume of both inbound and outbound calls associated with patient support, service recovery, scheduling, and care coordination.

• Address patient inquiries, particularly those who may be escalated, upset, or confused, and strive to resolve their issues with professionalism and compassion.

• Utilize appropriate service recovery protocols to navigate patient concerns and escalate issues when necessary.

• Accurately and thoroughly document patient interactions in Zendesk and the Electronic Health Record (EHR) system.

• Serve as a patient advocate and liaison across various departments to ensure timely and effective solutions.

• Identify opportunities for enhancing the patient experience proactively and communicate feedback to leadership.

• Maintain patient confidentiality across all forms of communication, systems, and platforms.

• Exemplify core values of compassion, accountability, respect, integrity, and trust.

⛳️ Requirements

• Over 5 years of experience in a high-touch, patient-facing position.

• At least 2 years of experience with Zendesk (or similar ticketing software).

• Minimum of 2 years of experience with Athena (or a comparable EHR system).

• A minimum of 2 years of experience with Google Workspace (required).

• Demonstrated ability to communicate clearly and professionally, both in spoken and written formats.

• Experience in managing escalated patient issues or grievances with empathy and discretion.

• Strong critical thinking, judgment, and decision-making abilities.

• Must have a quiet, distraction-free home workspace and dependable high-speed internet connection.

• Bilingual skills (Spanish or another language) are a plus.

🏝️ Benefits

• Health, dental, and paid time off benefits.

• 100% remote work environment.