[Hiring] Patient Service Representative @Midi Health

Role Description

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.

• Demonstrate sound judgment, empathy, and professionalism when addressing patient feedback, complaints, or grievances.
• 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.

Qualifications

• 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.

Requirements

• 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 escalate 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.

Benefits

• 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.