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. Accountabilities: 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. #J-18808-Ljbffr Jobgether