Patient Experience Service Representative

Serve as the first point of contact for patients, primarily via phone, with empathy and follow-through, providing exceptional patient care. Manage a high volume of inbound and outbound calls related to patient support, service recovery, scheduling, and care coordination. Respond to patients who may be escalated, frustrated, or confused, and work to resolve their concerns with compassion and professionalism, using appropriate service recovery protocols and escalating when necessary. Document patient interactions accurately and thoroughly in Zendesk and the Electronic Health Record (EHR) system. Act as a patient advocate and liaison across departments to facilitate timely and effective solutions. Proactively identify areas for patient experience improvement and share feedback with leadership. Uphold patient confidentiality across all communications, systems, and platforms embodying core values of compassion, accountability, respect, integrity, and trust.