Offer summary

Qualifications:

Minimum of 2-3 years in a customer service role with communication over phone and email., Excellent communication skills in English, both verbal and written., Outstanding organizational skills and ability to manage multiple tasks., Experience or passion for healthcare is an asset, along with technical support experience..

Key responsabilities:

Provide timely technical support and guidance to patients via email and phone.

Educate patients on the appropriate use of the PocketHealth platform.

Gather feedback from patients to inform the Management and Engineering teams.

Support patients in accessing their health records and navigating the platform.

Job description

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 2 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 800 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 Monday - Friday, 12-8pm EST

Excellent communication skills in English (verbal and written)

Minimum of 2-3 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.

You can do amazing things at PocketHealth. You can positively impact the healthcare journey for millions of people, while building your career and developing your skills. It doesn’t have to be one or the other. It has been a part of our mission since our founding to empower patients & make healthcare accessible to all, and we know this can only be achieved with a team of diverse perspectives that is representative of the Patient & Provider communities we serve.

PocketPHolk love working here for these reasons and more; working remotely, our competitive salaries and benefits (stock options too!), four weeks of paid time off, unlimited wellness days, extended mental health coverage and beyond - it’s important to us that our PocketPHolk are taken care of in the same way we take care of our Patients & Providers.

If there are ways we can support you through the recruitment process with an accommodation, please let us know by reaching out to DEI@pocket.health. Applications are accepted via posting only.

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