Patient Service Representative - Patient Experience

The Patient Service Representative will play a key role in delivering a compassionate, seamless, and patient-centered healthcare experience in a digital-first environment. Acting as a vital connection between patients, clinicians, and internal teams, this individual will support patients throughout their healthcare journey, from scheduling to billing-related concerns. The role involves managing high volumes of phone interactions, resolving escalated complaints, and ensuring every patient receives attentive and professional support. The successful candidate will combine empathy, sound judgment, technical proficiency, and strong communication skills to navigate sensitive situations and deliver effective solutions. Working within a fast-growing healthcare organization focused on improving women's health, the representative will also contribute to service improvements and more efficient patient support processes. This fully remote opportunity is ideal for someone who thrives in a dynamic startup environment and is passionate about making healthcare more accessible and supportive.

• 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.

• At least 2 years of experience using Athena or a comparable electronic health record (EHR) system.

• At least 2 years of experience using Google Workspace; this is a required qualification.

• Excellent verbal and written communication skills, with the ability to explain information clearly and professionally.

• Demonstrated experience managing escalated patient concerns or grievances with empathy, discretion, and effective de-escalation techniques.

• Strong critical thinking, judgment, and decision-making abilities, particularly when handling sensitive or emotionally charged situations.

• A patient-first mindset and a genuine commitment to delivering high-quality support and improving the healthcare experience.

• Ability to manage competing priorities and maintain accuracy while handling a high volume of patient interactions.

• Comfort working independently in a digital-first, fast-paced environment.

• A quiet, distraction-free home workspace and reliable high-speed internet connection.

• Spanish or another additional language is a plus.

• Must be legally authorized to work in the United States without current or future visa sponsorship.