Patient Experience Representative (8am - 4pm)

As a Patient Experience Representative at PocketHealth, you'll be the first point of contact for patients needing assistance with their healthcare records. Your primary responsibilities will include providing timely technical support and guidance on using the PocketHealth platform, resolving patient inquiries through emails and phone calls, and ensuring patients can successfully access and navigate their medical imaging records.

To qualify for the Patient Experience Representative role at PocketHealth, you should possess at least 2-3 years of experience in a customer service position with effective communication skills over phone and email. While experience in healthcare is a bonus, it's not mandatory. However, strong organizational skills and a proactive attitude will help you thrive in this fast-paced environment.

Absolutely! The Patient Experience Representative role at PocketHealth is designed to pave the way for career growth. Many individuals in this position have progressed into impactful roles within Customer Success, UI/UX, and Engineering. If you're looking to grow your career while making a difference in healthcare, this is the perfect starting point.

The Patient Experience Representative role at PocketHealth requires you to work from Monday to Friday, with hours from 8 am to 4 pm EST. This schedule allows you to have evenings and weekends free while making a positive impact during your work hours.

In this role, you'll provide comprehensive support to patients by answering their technical questions about the PocketHealth platform, offering guidance on accessing medical imaging records, and facilitating a better understanding of how to utilize our services effectively.

PocketHealth is committed to fostering a positive work environment where employees are valued and supported. As a Patient Experience Representative, you'll enjoy competitive salaries, benefits including stock options, four weeks of paid time off, and unlimited wellness days, all designed to ensure employee well-being and satisfaction.

While technical skills are considered an asset for the Patient Experience Representative role at PocketHealth, they are not mandatory. What matters most is your passion for patient support, along with strong communication and organizational skills. The ability to learn quickly and adapt to our platform is what will set you apart.

When handling difficult customer situations, it's essential to remain calm and empathetic. I would listen attentively to the patient's concerns, validate their feelings, and take time to understand their issue before offering a solution. Keeping a solution-oriented mindset while ensuring the patient feels heard is crucial.

I am genuinely excited about joining PocketHealth because of its patient-centric approach and commitment to improving healthcare access. The opportunity to support patients directly aligns with my values and desire to make a meaningful difference in people's lives.

In my previous role, I encountered a customer who faced challenges accessing their records. I took the initiative to walk them through the process step-by-step and also followed up after our call to ensure they successfully accessed their information. This proactive approach not only resolved their issue but also built trust with the customer.

To prioritize multiple tasks effectively, I keep a detailed list and categorize tasks based on urgency and importance. I believe in breaking larger tasks into smaller, manageable steps which makes it easier to stay organized and focused amidst a busy work environment, ensuring nothing gets overlooked.

Empathy is the cornerstone of patient support. It allows us to understand and relate to patients' experiences and emotions, fostering a trusting relationship that is essential for effective communication and problem resolution. An empathetic approach helps patients feel valued and supported during their healthcare journey.

In my customer support experience, I have often encountered technical troubleshooting scenarios. I find it crucial to remain patient and guide customers step-by-step through the troubleshooting process, empowering them to resolve their issues effectively and ensuring they feel confident while doing so.

When explaining a technical issue to a non-technical patient, I make it a point to use simple language and analogies that relate to everyday experiences. This ensures the patient understands the problem and feels at ease, reducing any frustration that might arise from technical terminology.

Maintaining a positive attitude when dealing with upset patients is achieved by reminding myself of my role in helping them. I focus on active listening, showing empathy, and working towards a solution, which often helps turn a negative situation into a more positive experience for the patient.

My motivation to work in the healthcare industry stems from my desire to help people in times of need. I find it rewarding to play a role in improving patients' healthcare experiences, and the opportunity to assist others in navigating their health journeys is immensely fulfilling.

As a Patient Experience Representative at PocketHealth, I hope to create a meaningful impact by providing exceptional support to patients. My goal is to ensure they feel empowered and informed throughout their healthcare experience, ultimately contributing to a more positive and efficient system.