Patient Experience Representative (Sunday - Thursday)

PocketHealth; Ontario; Remote; CAD 40,000 - 60,000; Full time

Job summary

A patient-centric healthcare technology firm in Ontario, Canada is seeking an independent Patient Experience Representative to support patients in their care journey. The ideal candidate will have 2-3 years of customer service experience and strong communication skills. Responsibilities include providing technical support and using feedback to improve the platform. This role offers remote work options and generous benefits, fostering a diverse and inclusive culture.

Benefits

Competitive salaries and benefits

Four weeks of paid time off

Unlimited paid wellness days

Extended mental health coverage

16 weeks of parental leave top-up

Stock options for every employee

Qualifications

• Minimum of 2-3 years in a customer service role with communication over phone and email.
• Experience with or passion for healthcare is an asset, but not required.
• Spanish or French language skills are an asset but not required.

Responsibilities

• Provide timely technical support, guidance, and general platform education to patients.
• Use patient and provider feedback to help shape the future of the PocketHealth platform.

Skills

Excellent communication skills in English

Outstanding organizational skills

Technical support experience

Ability to work Sunday to Thursday

Job description

Overview

PocketHealth is a patient-centric platform that enables hospitals and clinics across North America to share imaging records digitally with patients, instantly and securely. We empower patients to be active participants in their own care journey. PocketHealth is a unified image management solution for over 800 hospitals and clinics across North America. By placing patients at the center of the record release process, data moves more ethically, easily, and securely throughout the care journey.

Role and Responsibilities

We are looking for an independent, self-motivated, and ambitious Patient Experience Representative with a sincere passion for healthcare to help us grow and directly support patients in their care journey. This isn’t your average Customer Support role. Empathetic and timely support for our patient population is at the heart of what we do and we view it as fundamental to our continued success. You should be comfortable in a fast-paced startup environment.

Understanding how our patients interact with our platform lays a foundation for growth into any role in the company, so this position is ideal for someone who wants to grow into a leadership role over time and take on new challenges as PocketHealth grows globally. Previous Patient Experience Reps have moved onto high-impact roles in Customer Success, UI/UX, and Engineering within the company.

About You

• Ability to work Sunday to Thursday, 8-4 EST
• Excellent communication skills in English (verbal and written)
• Minimum of 2-3 years in a customer service role with communication over phone and email (mandatory)
• Outstanding organizational skills and the ability to juggle multiple tasks
• Experience with or passion for healthcare is an asset, but not required
• Technical support experience is an asset

Nice to Haves

• Resourceful, flexible, accountable, and persistent in overcoming obstacles
• Hardworking and eager to solve problems
• Empathetic and able to teach people at all levels of technical proficiency
• A collaborative team member who works toward shared goals
• Spanish or French language skills (verbal and written) are an asset but not required

Outcomes

• Patient Support: Provide timely technical support, guidance around appropriate use, and general platform education to patients via email and phone. Serve as a key contact for patients accessing their health records and navigating the PocketHealth platform.
• Product Vision: Use patient and provider feedback to help Management and Engineering shape the future of the PocketHealth platform.

You can do amazing things at PocketHealth. You can positively impact the healthcare journey for millions of people while building your career and developing your skills. We are committed to empowering patients and making healthcare accessible to all, with a diverse team reflecting the Patient and Provider communities we serve.

People love working here for reasons including remote work, competitive salaries and benefits (including stock options for every employee), four weeks of paid time off, unlimited paid wellness days, extended mental health coverage, and 16 weeks of parental leave top-up.

We foster a culture that embraces diversity, equity, and inclusion, and we care for our employees with the same thoughtfulness we offer our Patients & Providers.

If there are accommodations needed during the recruitment process, please let us know by reaching out to DEI at pocket.health. Applications are accepted via posting only.