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.

• 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.

• 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

• →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