Patient Service Representative - Patient Experience

Remote 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. Business impact 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 elevate 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 What you will need to succeed 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 Compensation: $60,000 annual salary, exempt, based on experience, location and other variables Opportunity to join a fast-growing, mission-driven healthcare startup Health, dental, and paid time off benefits 100% remote work environment The interview process will include Final Interview (30 min) At this time, Midi is unable to provide visa sponsorship. All Candidates must be authorized to work in the United States without current or future sponsorship needs. Midi Health is an Equal Opportunity Employer. We are committed to pay equity and ensure that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Our compensation philosophy is based on fair, objective criteria and the impact of the role, regardless of an applicant’s salary history. #J-18808-Ljbffr