Patient Service Representative - Patient Experience
New
United StatesFull-TimeMiddle
Salary60,000 USD per year
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Job Details
- Experience
- Minimum of 5 years of experience in a high-touch, patient-facing, customer service, or healthcare support role.
- Required Skills
- Customer supportGoogle WorkspaceZendeskEHR
Requirements
- Minimum of 5 years of experience in a high-touch, patient-facing, customer service, or healthcare support role.
- At least 2 years of experience using Zendesk or a comparable customer support ticketing platform.
- Minimum of 2 years of experience working with Athena or a similar Electronic Health Record (EHR) system.
- Proficiency with Google Workspace and digital collaboration tools.
- Excellent verbal and written communication skills with the ability to build trust and communicate clearly with diverse patient populations.
- Proven experience handling escalated complaints or sensitive patient situations with empathy, professionalism, and discretion.
- Strong critical thinking, organizational, and decision-making abilities in a fast-paced, remote work environment.
- Reliable high-speed internet connection and a quiet, distraction-free home office.
Responsibilities
- Serve as the primary point of contact for patients through phone and digital communication channels, delivering compassionate, responsive, and professional support.
- Manage a high volume of inbound and outbound interactions related to scheduling, care coordination, billing inquiries, service recovery, and general patient assistance.
- Resolve escalated patient concerns with empathy, sound judgment, and effective problem-solving while following established service recovery protocols.
- Accurately document all patient interactions, cases, and resolutions within ticketing platforms and electronic health record (EHR) systems.
- Collaborate with clinical and operational teams to coordinate timely solutions and ensure a seamless patient experience across departments.
- Advocate for patients by identifying opportunities to improve workflows, communication, and overall service quality.
- Maintain strict patient confidentiality and compliance with healthcare privacy standards across all systems and communications.
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