Patient Service Representative - Patient Experience

Advance Venture Partners, LLC.; United States; On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Health, dental, and PTO benefits

100% remote work environment

Mission-driven startup

Job summary

Midi Health is seeking a Patient Service Representative to bridge patients, clinicians and internal teams in a fast-paced, digital-first environment. You will handle high-touch interactions across channels, resolve escalations, and document outcomes in Zendesk and the EHR with care and discretion.

The ideal candidate has 5+ years in patient-facing roles, 2+ years with Zendesk, Athena or similar systems, and proven written and verbal communication.

Qualifications

• 5+ years in a high-touch, patient-facing role.
• 2+ years using Zendesk or similar ticketing software.
• 2+ years using Athena or comparable EHR system.
• 2+ years using Google Workspace.
• Clear, professional written and verbal communication.
• Experience handling escalated patient concerns with discretion and empathy.
• Strong critical thinking and decision-making skills.
• Quiet, distraction-free home workspace with reliable internet.
• Bilingual (Spanish or other language) a plus.

Responsibilities

• Serve as the first point of contact for patients via phone with empathy and discretion.
• Manage a high volume of inbound/outbound calls related to scheduling, billing, and care coordination.
• Respond to escalated patient concerns and work to resolve them professionally.
• Navigate concerns using service recovery protocols and escalate when needed.
• Document patient interactions accurately in Zendesk and the EHR.
• Act as a patient advocate and liaison across departments to enable timely solutions.
• Identify opportunities to improve the patient experience and share feedback with leadership.
• Uphold patient confidentiality across all communications and platforms.
• Represent the core values of compassion, accountability, respect, integrity and trust.

Skills

Communication

Empathy

Critical thinking

Decision making

Discretion

Remote work setup

Tools

Zendesk

Athena

Google Workspace

Job description

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. This is not a traditional front-desk role, you will be working in a fast-paced, digital-first environment, requiring agility, empathy, and technical fluency.

PSRs demonstrate sound judgment, empathy, and professionalism when addressing patient feedback, complaints, or grievances. They serve as a resource for patients, collaborate across departments, and contribute to continuous improvement within the patient journey.

This position is ideal for someone who thrives in a dynamic, startup setting, has strong experience with tools like Zendesk, and is deeply passionate about improving the patient experience in modern healthcare.

This job is “HOT”:

• Make a real impact on women’s health – Help patients navigate their healthcare journey with care and clarity.
• Work from anywhere – Enjoy full remote flexibility while being part of a mission-driven, collaborative team.
• Shape the future of a growing startup – Contribute to processes, tools, and workflows as Midi Health expands and innovates in women’s care.

Business impact:

• Serve as the first point of contact for patients, primarily via phone, with empathy, discretion, and follow-through, providing exceptional patient care
• Manage a high volume of inbound and outbound calls related to patient support, service recovery, scheduling, and care coordination
• Respond to patients who may be escalated, frustrated, or confused, and work to resolve their concerns with compassion and professionalism
• Navigate patient concerns using appropriate service recovery protocols and elevate when necessary
• Document patient interactions accurately and thoroughly in Zendesk and the Electronic Health Record (EHR) system
• Act as a patient advocate and liaison across departments to facilitate timely and effective solutions
• Proactively identify areas for patient experience improvement and share feedback with leadership
• Uphold patient confidentiality across all communications, systems, and platforms
• Embody core values of compassion, accountability, respect, integrity, and trust

What you will need to succeed:

• 5+ years of experience in a high-touch, patient-facing role
• 2+ years of experience using Zendesk (or comparable ticketing software)
• 2+ years of experience using Athena (or comparable EHR system)
• 2+ years of experience using Google Workspace (required)
• Proven ability to communicate clearly and professionally, both verbally and in writing
• Experience handling escalated patient concerns or grievances with discretion and empathy
• Strong critical thinking, judgment, and decision-making skills
• Must have a quiet, distraction-free home workspace and reliable high-speed internet
• Bilingual (Spanish or other language) a plus

What we offer:

• Compensation: $60,000 annual salary, exempt, based on experience, location and other variables
• Opportunity to join a fast-growing, mission-driven healthcare startup
• Health, dental, and paid time off benefits
• 100% remote work environment

#LI-MB1

At this time, Midi is unable to provide visa sponsorship. All Candidates must be authorized to work in the United States without current or future sponsorship needs.

Midi Health is an Equal Opportunity Employer. We are committed to pay equity and ensure that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Our compensation philosophy is based on fair, objective criteria and the impact of the role, regardless of an applicant’s salary history.