Copy of Patient Experience Representative I

Mindful Care; Pretoria; Remote; ZAR 75,000 - 107,000; Full time

Job summary

Mindful Care is seeking a Patient Experience Representative I to serve as the first point of contact for patient inquiries, scheduling, and portal access. The role involves logging interactions, guiding patients through Mindful Care services, and assisting with telehealth links and paperwork.

You will support a compassionate patient experience from a remote SA location and adapt to a fast-paced environment.

Qualifications

• High school diploma or equivalent required.
• Experience in a call center environment; healthcare is preferred.
• Customer service experience, medical or mental health practices preferred.
• Excellent interpersonal skills and professional manner.
• Strong command of the English language.
• Strong verbal and written communication skills.
• Ability to schedule appointments depending on patient needs.
• Must be well organized and attentive to details.
• Must be able to multi-task and prioritize work in a fast-paced environment.
• Must have strong computer proficiency.
• Must have access to strong internet speed and a computer that is using Windows 11 or higher.
• Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse backgrounds.

Responsibilities

• Serve as the first point of contact for all incoming calls, addressing patient inquiries, scheduling needs, and routing escalations appropriately.
• Accurately document and log all patient interactions in the system.
• Maintain strong knowledge of Mindful Care services, treatment capacities, and related policies to guide patient questions and paperwork requests.
• Respond to basic billing inquiries and escalate complex issues to the appropriate department.
• Provide technical support for patient registration, portal access, and telehealth (Zoom) links.
• Offer location and facility information to patients as needed.
• Additional tasks assigned by management

Skills

Call center experience

Customer service

English proficiency

Interpersonal skills

Organizational skills

Computer literacy

Windows 11

Multitasking

Education

High school diploma or equivalent

Job description

Copy of Patient Experience Representative I

The Opportunity

Patient Experience Representative I (PXR I) is responsible for assisting all patients via phone and answering all questions related to Mindful Care while exemplifying excellent customer service skills. You will play a critical role in strengthening relationships with patients and connecting them to treatment. This role requires a passion for helping others and to be able to support and advocate for the best possible patient service we can provide.

Your Responsibilities

• Serve as the first point of contact for all incoming calls, addressing patient inquiries, scheduling needs, and routing escalations appropriately.
• Accurately document and log all patient interactions in the system.
• Maintain strong knowledge of Mindful Care services, treatment capacities, and related policies to guide patient questions and paperwork requests.
• Respond to basic billing inquiries and escalates complex issues to the appropriate department.
• Provide technical support for patient registration, portal access, and telehealth (Zoom) links.
• Offer location and facility information to patients as needed.
• Additional tasks assigned by management

Your Qualifications:

• High school diploma or equivalent required
• Experience in a call center environment; previous experience in healthcare is preferred
• Prior customer service experience, medical or mental health practices preferred
• Excellent interpersonal skills and professional manner
• Strong command of the English language
• Strong verbal and written communication skills
• Ability to schedule appointments depending on the patient needs
• Must be well organized and attentive to details
• Must be able to multi-task and prioritize work in a fast-paced work environment
• Must have strong computer proficiency
• Must have access to strong internet speed and a computer that is using Window 11 or higher
• Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture

Position Type & Schedule

• Type: Contract Full-time
• Schedule: Monday – Friday 8am – 5pm, 9am - 6pm, or 10am – 7pm EST
• Remote - Must reside in South Africa

Compensation

• The pay rate for this position is $4/hr.

Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

At Mindful Care , we believe people should not have to wait weeks or months to receive mental healthcare, and we are building a team committed to changing that. As the first urgent care model for mental health, Mindful Care provides same-day and next-day access to therapy, psychiatry, medication management, and supportive care. Our model was created to reduce barriers, shorten wait times, and help people receive compassionate care when they need it most. We support individuals navigating anxiety, depression, acute stress, life transitions, and long standing mental health challenges with timely, thoughtful care that meets people where they are.

Joining Mindful Care means becoming part of a mission-driven team that is reimagining what access to mental healthcare can look like. Whether you are providing direct patient care or supporting the operations behind it, your work helps people move closer to healing, stability, and a more fulfilling life. We are proud to offer a collaborative environment where team members can contribute to meaningful change, grow in their careers, and help shape a more accessible future for mental healthcare.