Patient Experience Representative (100% Remote)

Reports To: Patient Experience Lead

Employee Classification: Full-time Non-Exempt

Compensation: $21.00 per hour

Schedule Preference: Pacific Time Zone (PT) availability strongly preferred.

Why Join myLaurel

At myLaurel we are committed to delivering the highest standard of care and service. We foster an environment where diversity inclusion and ethical behavior thrive. As a Patient Experience Representative you will be one of the first voices our patients hear playing a vital role in our mission to provide quality healthcare and set the benchmark for excellence.

Role Summary

You will guide patients and caregivers through scheduling support and follow-updelivering exceptional patient experiences with empathy and professionalism. This high-impact role requires strong multitasking skills to manage clinical logistics while providing compassionate support. Due to our patient population candidates available to work Pacific Time Zone hours are strongly preferred.

Key Responsibilities

• Patient Advocacy: Handle inbound and outbound calls to schedule health visits and provide essential patient support.
• Education: Educate patients and caregivers on program benefits and answer complex questions regarding care.
• Care Logistics: Conduct reminder calls and assist with critical after-care requests including equipment pharmacy and documentation.
• Data Integrity: Accurately document every interaction in myLaurels referral system and collaborate with clinical teams.
• Professional Standards: Adhere to the myLaurel Code of Conduct ensuring patient privacy (PHI) and acting with honesty and fairness.

Requirements

• Experience: 12 months of call center or phone-based customer service experience.
• Education: High school diploma or GED required.
• Technical Skills: Ability to navigate multiple data systems simultaneously while on calls.
• Soft Skills: Excellent active listening multitasking and verbal communication skills.

Benefits & Perks

• Discretionary Time Off (DTO): Eligible full-time employees enjoy unlimited DTO for vacation personal business or family care after completing a 90-day introductory period.
• Comprehensive Healthcare: Choice of 6 Aetna Medical Plans (plus Dental and Vision) effective the first of the month following one month of employment.
• Continuing Education: Reimbursement of up to $1000 per calendar year for job-related certifications or accredited programs (eligible after 90 days).
• Future Planning: Enrollment in the company 401(k) Plan.
• Remote Technology: Company-provided laptop and necessary accessories.

Remote Work Requirements

• Environment: A secure private workspace with a door to ensure patient privacy and HIPAA compliance.
• Connectivity: Reliable high-speed internet connection (minimum 20 Mbps download / 5 Mbps upload).
• Availability: Must be available and communicative during designated Work Hours.