Patient Service Excellence Representative

Job Description

REQUIREMENTS

• High school diploma or equivalent required; associate degree or higher preferred.
• Call center background preferred, especially with remote work exposure.
• Bilingual capabilities (Spanish or other language)
• Experience in patient or customer engagement.
• Strong communication and interpersonal skills.
• Ability to multitask, stay organized, and work independently
• Typing speed of at least 40 words per minute
• Ability to work evening and Saturday hours

RESPONSIBILITIES

• Deliver a patient-centered experience that reflects empathy, clarity, trust, and excellence in every interaction.
• Demonstrate genuine care, emotional validation, active listening, and warmth with patients and team members.
• Foster long-term patient engagement and loyalty through personalized service and proactive problem-solving and education.
• Act as the voice of the patient by sharing feedback and insights to inform improvements in programs, processes, and technology.
• Communicate clearly and professionally with patients, caregivers, and internal teams to ensure continuity of care
• Collaborate with cross-functional teams to support seamless handoffs and a high-quality patient experience.
• Contribute ideas and observations during team huddles and meetings to support continuous service improvement
• Manage inbound and outbound communications across multiple channels, including phone, SMS, and email.
• Triage and resolve non-clinical inquiries, escalating or transferring as appropriate to ensure timely support.
• Provide logistical, technical, and administrative support, including troubleshooting, and coordinating services like UPS pickups.
• Complete all documentation accurately and within required timelines to maintain service-level standards.
• Maintain reliable remote connectivity and demonstrate the ability to troubleshoot basic technical issues independently to ensure uninterrupted workflow and patient support.
• Communicate clearly with peers, leads, and managers to ensure continuity of care and seamless handoffs.
• Contribute insights during huddles or team meetings to support service excellence.
• 
  Meet or exceed QA standards, productivity goals, and patient experience expectations.
• Participate in peer reviews, audits, and improvement initiatives.

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