Patient Service Representative - Patient Experience

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Patient Service Representative – Patient Experience based in the United States.

This role offers the opportunity to make a meaningful difference by delivering exceptional support throughout every stage of the patient journey. Working in a fast-paced, remote-first healthcare environment, you will serve as a trusted point of contact for patients, helping resolve complex concerns with empathy, professionalism, and efficiency. Beyond day-to-day support, you will collaborate across teams to improve processes, enhance patient satisfaction, and contribute to a seamless care experience. Ideal for professionals who thrive in dynamic environments, this position combines compassionate service with modern digital tools to help shape the future of patient-centered healthcare.

• 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.
• Demonstrate professionalism, accountability, integrity, and respect while contributing to a positive and patient-focused culture.

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.
• Bilingual communication skills, particularly in Spanish or another language, are considered an asset.
• Authorization to work in the United States without current or future visa sponsorship.

Benefits

• Competitive annual salary of $60,000 USD, based on experience, location, and other relevant factors.
• Fully remote work environment with the flexibility to work from home.
• Comprehensive health and dental insurance coverage.
• Paid time off and employee wellness benefits.
• Opportunity to join a fast-growing, mission-driven healthcare organization.
• Collaborative, supportive, and innovative remote team culture.
• The chance to contribute directly to improving the patient experience and advancing modern healthcare delivery.