Patient Service Representative – Patient Experience

Midi Health

Patient Service Representative improving patient experience for healthcare startup. Handling patient interactions with empathy, technical proficiency, and compassion while managing high-touch communications.

Posted 6/29/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in patient advocacy and care coordination, utilizing Zendesk and Electronic Health Record (EHR) systems to enhance patient experience. Proficient in managing high volumes of patient interactions with empathy and professionalism while maintaining confidentiality.

Highest-signal resume keywords

Patient AdvocacyZendesk ProficiencyElectronic Health Record (EHR) ExperienceCompassionate CommunicationCritical Thinking

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Patient CareService Recovery ProtocolsDocumentation AccuracyCall ManagementProblem Resolution

Soft Skills

EmpathyProfessionalismDiscretionJudgmentDecision-Making

Tools & Technologies

ZendeskAthenaGoogle Workspace

Industry Keywords

Patient SupportCare CoordinationPatient Experience ImprovementConfidentialityBilingual Communication

About the role

Key responsibilities & 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

Requirements

What you’ll need

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.

Benefits

Comp & perks

Health, dental, and paid time off benefits
100% remote work environment