Patient Experience Specialist

Job Summary

Seeking a compassionate and detail-oriented Patient Experience Specialist II, the part-time remote position will manage client-facing support channels, resolve high-priority patient concerns, and handle complex escalations with empathy across multiple platforms.

Key responsibilities

• Monitor and engage in internal support channels to address patient-facing concerns in real time
• Investigate and resolve service-related issues via phone or ticketing systems, ensuring effective collaboration with internal stakeholders
• Conduct follow-up communications on escalated cases and address public reviews to enhance patient satisfaction

Required qualifications

• 3-5 years of experience in customer service, preferably in telemedicine or digital health
• Proven ability to manage sensitive conversations with professionalism and emotional intelligence
• Working knowledge of HIPAA regulations and experience handling PHI in a compliant manner
• Proficiency with Slack, Zoho, EMRs, and online review management tools
• Ability to multitask and prioritize effectively across multiple platforms