Patient Service Representative - Patient Experience

Role overview

This opportunity is for a Patient Service Representative focused on patient experience, supporting a partner organization located in the United States. All applications and follow-up steps are handled by the hiring partner. The role sits in a fast-moving, remote-first healthcare setting where you will be a dependable contact for patients and help guide them through questions, concerns, and coordination needs with care and professionalism.

You will play an important part in improving how patients experience care by responding efficiently, handling sensitive issues with empathy, and working with cross-functional teams to streamline service. The position is well suited to someone who enjoys balancing high-volume support work with thoughtful problem-solving and process improvement.

Key duties

• Act as the main contact for patients across phone and digital channels, offering timely, compassionate, and professional assistance.
• Handle a large flow of inbound and outbound conversations covering scheduling, care coordination, billing questions, service recovery, and general patient support.
• Address escalated concerns using empathy, good judgment, and structured service recovery practices.
• Record patient conversations, case details, and resolutions accurately in ticketing tools and electronic health record systems.
• Work closely with clinical and operational partners to coordinate solutions and keep the patient journey smooth across departments.
• Look for ways to improve communication, workflows, and the overall quality of patient service.
• Protect patient privacy and follow healthcare confidentiality requirements in all systems and communications.
• Uphold accountability, integrity, respect, and a patient-centered mindset while contributing to a positive team culture.

What the role requires

• At least 5 years of experience in a patient-facing, customer service, or healthcare support position with a high level of interaction.
• A minimum of 2 years using Zendesk or another comparable support ticketing platform.
• At least 2 years of experience working in Athena or a similar EHR system.
• Comfort using Google Workspace and other digital collaboration tools.
• Strong speaking and writing skills, with the ability to communicate clearly and build trust with diverse patient groups.
• Proven ability to manage difficult complaints or sensitive situations with professionalism, empathy, and discretion.
• Strong organizational skills, critical thinking, and decision-making in a fast-paced remote environment.
• A reliable high-speed internet connection and a quiet home workspace free from distractions.
• Bilingual ability, especially in Spanish or another language, is a plus.
• Must be legally authorized to work in the United States without current or future visa sponsorship.

Benefits and compensation

• Annual pay of $60,000 USD, depending on experience, location, and other relevant factors.
• Fully remote setup with the flexibility to work from home.
• Health and dental insurance coverage.
• Paid time off plus wellness-related benefits.
• Opportunity to join a mission-driven healthcare organization that is growing quickly.
• A collaborative, supportive, and innovative remote team environment.
• The chance to directly improve patient experience and contribute to modern healthcare delivery.

Hiring and privacy notes

Applications are reviewed through the hiring partner’s internal process after an AI-assisted matching step is used to identify strong fits for the role. Shortlisted candidates are then shared with the employer, and the employer manages interviews, assessments, and final decisions. The application process may involve AI tools to help review materials and identify potential inconsistencies, but human judgment remains part of the final hiring decision.

By applying, candidates acknowledge that their personal data may be processed for recruitment purposes and shared with the hiring employer in line with applicable data protection laws, including GDPR where relevant. Candidates may request access, correction, deletion, or objection rights at any time.