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Patient Service Representative - Patient Experience

Midi Health -
Remote

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Job Details

$60,000 a year
13 days ago

Benefits

Dental insurance
Paid time off

Qualifications

Google Workspace
Patient question and concern management
Writing skills
Patient complaint handling
Medical records
Zendesk
Customer support ticket management
Productivity software
Managing patient records
Escalation handling
Ticketing system technical support

Full Job Description

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

The interview process will include:

Recruiter Interview (30 min)

Hiring Manager Interview (30 min)

Final Interview (30 min)

At this time, Midi is unable to provide visa sponsorship. All Candidates must be authorized to work in the United States without current or future sponsorship needs.

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. We are committed to pay equity and ensure that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Our compensation philosophy is based on fair, objective criteria and the impact of the role, regardless of an applicant's salary history.

Please find our CCPA Privacy Notice for California Candidates here.

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