Patient Experience Representative (Monday to Friday)

PocketHealth; United States; Remote; USD 45,000 - 48,000; Full time

Benefits offered by this job

Stock options

Remote work

4 weeks paid time off

Unlimited wellness days

Mental health coverage

Parental leave

Job summary

PocketHealth is seeking a Patient Experience Representative to support patients across North America and help them access their health records securely and easily. This full-time, remote role offers a salary of $45,000–$48,000 per year plus stock options and a comprehensive benefits package.

You will work weekday hours in EST and gain opportunities to grow into leadership roles as PocketHealth scales. Ideal candidates have 2–3 years in customer service, superb English communication, strong

Qualifications

• 2-3 years in a customer service role with phone and email communication required.
• Excellent communication skills in English.
• Strong organizational skills and ability to juggle multiple tasks.
• Healthcare interest or experience is a plus, but not required.
• Technical support experience is an asset.

Responsibilities

• Patient Support: provide timely technical support and guidance to patients via email and phone to access health records and navigate the PocketHealth platform.
• Contribute to product vision by sharing patient and provider feedback with Management and Engineering teams.

Job description

What if you could personally impact the future of healthcare? As part of the PocketHealth team, you will enable hospitals and clinics across North America — and more importantly, empower over 2 million patients — to discover a better healthcare experience.

PocketHealth is a patient‑centric platform that enables hospitals and clinics across North America to share imaging records digitally with patients, instantly and securely. Through our platform, we enable patients to be active and engaged participants in their own care, and take control of their care journey. In addition to image sharing, which is the heart of the PocketHealth platform, we’ve grown our core functionality to enable sharing between hospitals and physicians, as well as instant image retrieval and automated importing capability. PocketHealth is a unified image management solution for over 800 hospitals and clinics across North America. We believe that by placing patients at the center of the record release process, data moves more ethically, easily and securely throughout the care journey, and we’re looking for passionate individuals to help make this vision a reality for millions more patients across North America.

We’re looking for an independent, self‑motivated, and ambitiousPatient 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. That means we’re looking for an ambitious self‑starter who is comfortable in a fast‑paced startup environment.

Understanding how our patients interact with our platform lays a great 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.

This job posting is for an existing vacancy. The salary for this position is $45,000 -$48,000 annually. Salary is just one part of the story, though; this role is also eligible for equity in the form of stock options and includes a comprehensive health and benefits package. We view our compensation as a total investment in your well‑being, designed to support you both in your work and in your life outside of it.

About You:

• Ability to work Monday to Friday, 11am-7pm EST OR Monday to Friday, 12pm-8pm 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 an ability to juggle multiple tasks
• Experience with or passion for healthcare would be an asset, but is not required
• Technical Support experience considered an asset

Nice to haves:

• Resourceful, flexible, hold yourself accountable and persevere in the face of obstacles
• Hardworking and eagerly embrace the challenge of solving problems
• Empathetic and enjoy teaching people at all levels of technical proficiency
• A standout teammate – someone who believes in working with their team to achieve shared goals
• Communication skills in Spanish or French (verbal and written) - not required, but would be an asset

Outcomes:

• Patient Support: Provide timely technical support, guidance around appropriate use and general platform education to patients via email and over the phone. You will be a key contact for patients looking to access their health records and navigate the PocketHealth platform.
• Product Vision: Use the feedback you’ve gathered from patients and providers to help our Management and Engineering teams 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. It doesn’t have to be one or the other. It has been a part of our mission since our founding to empower patients & make healthcare accessible to all, and we know this can only be achieved with a team of diverse perspectives that is representative of the Patient & Provider communities we serve.

People love working here for these reasons and more: working remotely, our 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’re proud to foster a culture that embraces diversity, equity, and inclusion, and we believe in caring for our employees with the same thoughtfulness we offer our Patients & Providers.

If there are ways we can support you through the recruitment process with an accommodation, please let us know by reaching out to [e-mail].