Patient Experience Representative

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Patient Experience Representative based in Canada.

This role offers the opportunity to directly improve the healthcare experience by helping patients access and understand their medical information through innovative digital solutions.

The Patient Experience Representative will be a key point of contact for patients, providing compassionate support and guidance throughout their care journey.

Working in a fast-paced healthcare technology environment, this position combines customer service excellence, technical problem-solving, and meaningful patient interactions.

The successful candidate will help users navigate digital healthcare tools while sharing valuable insights that contribute to product improvements.

This remote opportunity is ideal for someone who is empathetic, organized, and passionate about making healthcare more accessible and patient-centered.

The role provides a strong foundation for career growth while contributing to a mission-driven organization transforming how patients engage with their health information.

The Patient Experience Representative will support patients by delivering timely, thoughtful, and effective assistance while helping improve the overall user experience. This role requires strong communication skills, technical curiosity, and the ability to balance multiple priorities in a dynamic environment.

• Provide responsive patient support through phone and email, assisting users with platform access, technical questions, and general guidance.
• Help patients understand how to use digital healthcare tools and confidently navigate their health record journey.
• Deliver empathetic and patient-focused service while ensuring issues are resolved efficiently and professionally.
• Identify recurring patient challenges and share insights with internal teams to support product improvements.
• Collaborate with management, product, and engineering teams by providing feedback based on patient interactions.
• Maintain accurate documentation of customer interactions, issues, and resolutions.
• Manage multiple requests and priorities while maintaining high-quality service standards.
• Contribute to improving support processes, resources, and the overall patient experience.
• Act as a knowledgeable and supportive representative for patients and healthcare users.
• Participate in a collaborative team environment focused on innovation, accessibility, and continuous improvement.

The ideal candidate is a customer-focused professional with strong communication skills, empathy, and an interest in healthcare technology. They should be comfortable working independently, solving problems, and supporting users with varying levels of technical experience.

• 2-3 years of experience in a customer service role involving phone and email communication.
• Excellent English communication skills, both written and verbal.
• Strong organizational skills with the ability to manage multiple tasks and priorities.
• Ability to work independently in a remote, fast-paced environment.
• Strong problem-solving skills and a proactive approach to resolving challenges.
• Empathetic communication style with the ability to support and educate users.
• Passion for healthcare, patient support, or improving access to care is an asset.
• Technical support experience is considered an asset.
• Resourceful, adaptable, and accountable with a strong commitment to delivering results.
• Collaborative mindset with the ability to work effectively as part of a team.
• French or Spanish communication skills are considered an asset.

• Fully remote work opportunity in Canada.
• Monday to Friday schedule with available shifts from 11:00 AM-7:00 PM EST or 12:00 PM-8:00 PM EST.
• Competitive annual salary of $45,000-$48,000.
• Eligibility for equity through stock options.
• Comprehensive health and benefits package.
• Four weeks of paid time off.
• Unlimited paid wellness days.
• Extended mental health coverage.
• Parental leave top-up program.
• Opportunity to develop skills and grow into future leadership or cross-functional roles.
• Inclusive and collaborative workplace culture focused on employee well-being and patient impact.