Patient Experience Representative (wednesday - Sunday)

What if you could personally impact the future of healthcare? As part of the PocketHealth team, you will enable hospitals and clinics across North America — and more importantly, empower over a million patients — to discover a better healthcare experience.

PocketHealth is a patient-centric platform that enables hospitals and clinics across North America to share imaging records digitally with patients, instantly and securely. Through our platform, we enable patients to be active and engaged participants in their own care, and take control of their care journey. In addition to image sharing, which is the heart of the PocketHealth platform, we’ve grown our core functionality to enable sharing between hospitals and physicians, as well as instant image retrieval and automated importing capability. PocketHealth is a unified image management solution for over 600 hospitals and clinics across North America. We believe that by placing patients at the center of the record release process, data moves more ethically, easily and securely throughout the care journey, and we’re looking for passionate individuals to help make this vision a reality for millions more patients across North America.

We’re looking for an independent, self-motivated, and ambitious Patient Experience Representative with a sincere passion for healthcare to help us grow and directly support patients in their care journey. This isn’t your average Customer Support role. Empathetic and timely support for our patient population is at the heart of what we do and we view it as fundamental to our continued success. That means we’re looking for an ambitious self-starter who is comfortable in a fast-paced startup environment. 

Understanding how our patients interact with our platform lays a great foundation for growth into any role in the company, so this position is ideal for someone who wants to grow into a leadership role over time and take on new challenges as PocketHealth grows globally. Previous Patient Experience Reps have moved onto high-impact roles in Customer Success, UI/UX and Engineering within the company.

About You:

• Ability to work Wednesday - Sunday, 9-5 EST
• Excellent communication skills in English (verbal and written)
• 1-2 years in a customer service role with communication over phone and email (mandatory)
• Outstanding organizational skills and an ability to juggle multiple tasks
• Experience with or passion for healthcare would be an asset, but is not required
• Technical Support experience considered an asset

Nice to haves:

• Resourceful, flexible, hold yourself accountable and persevere in the face of obstacles
• Hardworking and eagerly embrace the challenge of solving problems
• Empathetic and enjoy teaching people at all levels of technical proficiency
• A standout teammate – someone who believes in working with their team to achieve shared goals
• Communication skills in Spanish or French (verbal and written) - not required, but would be an asset

Outcomes:

• Patient Support: Provide timely technical support, guidance around appropriate use and general platform education to patients via email and over the phone. You will be a key contact for patients looking to access their health records and navigate the PocketHealth platform.
• Product Vision: Use the feedback you’ve gathered from patients and providers to help our Management and Engineering teams shape the future of the PocketHealth platform.