Patient Service Representative - Patient Experience
New
J
JobgetherHealthcare
Based in the United StatesFull-TimeSenior
Salary60,000 USD per year
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Job Details
- Experience
- At least 5 years of experience in a high-touch, patient-facing role; at least 2 years of experience using Zendesk or comparable customer support ticketing software, Athena or a comparable electronic health record (EHR) system, and Google Workspace.
- Required Skills
- Google WorkspaceZendesk
Requirements
- Have at least 5 years of experience in a high-touch, patient-facing role.
- Have at least 2 years of experience using Zendesk or comparable customer support ticketing software.
- Have at least 2 years of experience using Athena or a comparable electronic health record (EHR) system.
- Have at least 2 years of experience using Google Workspace.
- Demonstrate strong verbal and written communication skills.
- Have experience managing escalated patient concerns or grievances using empathy, discretion, and de-escalation techniques.
- Demonstrate critical thinking, sound judgment, and decision-making in sensitive situations.
- Be able to manage competing priorities and maintain accuracy during high-volume patient interactions.
- Be comfortable working independently in a digital-first, fast-paced environment.
- Have a quiet, distraction-free home workspace and reliable high-speed internet.
Responsibilities
- Serve as a primary patient contact, primarily by phone, providing empathetic and timely assistance.
- Manage inbound and outbound calls about patient support, appointment scheduling, service recovery, and care coordination.
- Address escalated patient concerns, complaints, and grievances with compassion and discretion.
- Apply service recovery protocols and escalate complex matters when necessary.
- Document patient interactions accurately in Zendesk and the electronic health record system.
- Act as a patient advocate and liaison between patients, clinicians, and internal departments.
- Maintain clear communication and follow-through across patient touchpoints.
- Identify recurring concerns and service gaps, and share improvement opportunities with leadership.
- Protect patient confidentiality across communications, systems, and digital platforms.
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