Patient Service Representative - Patient Experience
Posted on January 22, 2026 (about 6 hours ago)
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 in a fast-paced, digital-first environment.
This is not a traditional front-desk role; the position requires empathy, strong judgment, and technical fluency with tools like Zendesk and an EHR.
Business impact
- Serve as the first point of contact for patients, primarily via phone, providing empathetic and professional patient care
- Manage high volumes of inbound and outbound calls related to support, service recovery, scheduling, and care coordination
- Respond to escalated, frustrated, or confused patients and resolve concerns with compassion and professionalism
- Use service recovery protocols and escalate issues when necessary
- Document patient interactions accurately in Zendesk and the Electronic Health Record (EHR) system
- Act as a patient advocate and liaison across departments to facilitate timely solutions
- Identify opportunities to improve the patient experience and share feedback with leadership
- Uphold patient confidentiality across all communications, systems, and platforms
Qualifications
- 5+ years of experience in a high-touch, patient-facing role
- 2+ years experience using Zendesk or comparable ticketing software
- 2+ years experience using Athena or a comparable EHR system
- 2+ years experience using Google Workspace
- Proven clear and professional verbal and written communication skills
- Experience handling escalated patient concerns or grievances with discretion and empathy
- Strong critical thinking, judgment, and decision-making skills
- Quiet, distraction-free home workspace and reliable high-speed internet
- Bilingual (Spanish or other language) is a plus
What we offer
- Annual salary (based on experience)
- Opportunity to join a fast-growing, mission-driven healthcare startup
- Health, dental, and paid time off benefits
- 100% remote work environment
Interview process
- Recruiter Screen (30 minutes)
- Hiring Manager Screen (30–45 minutes)
- Final Team Interviews (30 minutes)
How to apply
Please apply using the Greenhouse application form on this job page by clicking the "Apply" button and completing the online application and required fields (resume/CV required).
Security & privacy
All official communication from Midi Health will come from an @joinmidi.com email address. Midi Health will never ask for payment during the application or hiring process. If you receive suspicious communication claiming to be from Midi Health, report it to [email protected].
Midi Health is an Equal Opportunity Employer. CCPA Privacy Notice for California Candidates: https://joinemidi.notion.site/CCPA-Privacy-Notice-for-California-Candidates-234ea80994d38013bea1f24b3fa993ce