Patient Service Representative - Patient Experience

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: $60,000 annual salary, exempt, based on experience, location and other variables

Opportunity to join a fast-growing, mission-driven healthcare startup

Health, dental, and paid time off benefits

100% remote work environment

#LI-MB1