Patient Experience Representative (Remote, Monday to Friday)

About PocketHealth

PocketHealth is a patient-focused digital platform designed to simplify and secure the sharing of medical imaging records for hospitals, clinics, and patients throughout North America. Serving over 800 hospitals and engaging more than 2 million patients, it empowers users to take control of their healthcare journey through instant and safe access to their imaging records. The platform also facilitates image sharing among hospitals and physicians and offers automated importing functionalities, positioning itself as a comprehensive image management solution.

Role Overview

We are seeking an autonomous and motivated Patient Experience Representative with genuine enthusiasm for healthcare. This role goes beyond standard customer service—offering empathetic and prompt support to patients navigating the PocketHealth platform. Ideal candidates thrive in dynamic startup settings and aspire to advance into leadership or other impactful roles within our expanding company, such as Customer Success, UI/UX, or Engineering.

Key Responsibilities

• Deliver timely technical support and guidance via phone and email to patients using the PocketHealth platform.
• Educate patients on the appropriate utilization of the platform.
• Serve as a primary point of contact for patients accessing their digital health records.
• Collect valuable user feedback and communicate insights to management and engineering teams to influence future product development.

Candidate Profile

• Available to work Monday through Friday, either from 11 AM to 7 PM EST or 12 PM to 8 PM EST.
• Possess excellent verbal and written communication skills in English.
• Have 2 to 3 years minimum experience in customer service involving telephone and email interactions.
• Demonstrate strong organizational abilities and capacity to manage multiple tasks effectively.
• Healthcare experience or interest is a plus but not mandatory.
• Previous technical support experience is advantageous.

Preferred Attributes

• Resourceful, resilient, accountable, and persistent in overcoming challenges.
• Committed and enthusiastic about problem-solving.
• Compassionate and patient when guiding individuals of varying technical skills.
• Team-oriented, valuing collaboration to achieve collective objectives.
• Fluency in Spanish or French (both verbal and written) is an asset but not required.

Compensation and Benefits

The annual salary for this position ranges from $45,000 to $48,000, complemented by equity options in the form of stock ownership. The benefits package is comprehensive, including health coverage, four weeks paid time off, unlimited wellness days, enhanced mental health support, and 16 weeks parental leave top-up. This total compensation package emphasizes investment in employee well-being both professionally and personally.

Working Environment and Values

This is a fully remote role based in the Greater Toronto Area, Canada. PocketHealth champions diversity, equity, and inclusion while fostering a supportive atmosphere that reflects the communities served. Accommodations during the recruitment process are available upon request.

Additional Information

We utilize AI tools to assist in reviewing applications; however, all hiring decisions are made by human evaluators. To inquire about data processing related to recruitment, candidates may contact the company directly.