Patient Experience Service Representative @ Midi Health

📍 Remote (U.S.-Based) | Full-Time

Midi Health is expert healthcare delivered with compassion to women, specializing in holistically treating menopause and perimenopause. We embrace lifestyle interventions, prescriptions and hormone replacement therapy (HRT) as well as naturopathic solutions. We use telehealth and team-based care to bring women the care they deserve. Committed to access for as many women as possible, we take most insurances (and also offer reasonable cash pay pricing for those without insurance). We are an entirely virtual company, so employees can live anywhere in the United States.

As a Patient Experience 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.

Patient Experience Service Representatives 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.

Responsibilities

• 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

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

What We Offer

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

Interview Process 📚

• Recruiter Interview (30min Zoom)
• Hiring Manager Interview (30min Zoom)
• Final Interview (30min Zoom)

🎧 While you wait to hear from us…

• Hear from our patients and why they love Midi 💜here and here