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

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Patient CareService Recovery ProtocolsDocumentation AccuracyCall ManagementProblem Resolution

Soft Skills

EmpathyProfessionalismDiscretionJudgmentDecision-Making