Remote Patient Experience Specialist

Advance Venture Partners, LLC.; United States; Remote; 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

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.