Patient Service Representative - Patient Experience

Work from anywhereFull-TimeSenior

Salary60,000 USD per year

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Job Details

Experience: 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)
Required Skills: Google WorkspaceZendesk

Have 5+ years of experience in a high-touch, patient-facing role.
Have 2+ years of experience using Zendesk or comparable ticketing software.
Have 2+ years of experience using Athena or a comparable EHR system.
Have 2+ years of experience using Google Workspace.
Communicate clearly and professionally, verbally and in writing.
Have experience handling escalated patient concerns or grievances with discretion and empathy.
Demonstrate critical thinking, sound judgment, and decision-making skills.
Have a quiet, distraction-free home workspace and reliable high-speed internet.

Serve as the first point of contact for patients, primarily by phone.
Manage high-volume inbound and outbound calls about patient support, service recovery, scheduling, and care coordination.
Address escalated, frustrated, or confused patients with compassion and professionalism.
Apply service recovery protocols and escalate concerns when necessary.
Document patient interactions in Zendesk and the Electronic Health Record system.
Act as a patient advocate and liaison across departments to facilitate solutions.
Identify opportunities to improve the patient experience and share feedback with leadership.
Uphold patient confidentiality across communications, systems, and platforms.

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