Technology Support Patient Experience Advocate
Technology Support Patient Experience Advocate @ Midi Health 👩💻🏥
This job is “HOT”: 🔥
Join a passionate, innovative team dedicated to improving patient experience and support through cutting-edge technology. As a Technology Support Patient Experience Advocate, you’ll play a critical role in ensuring that our patients have an exceptional experience, navigating through technical issues with ease. If you’re motivated by making a real difference in women's health and love solving complex problems, this role is the perfect fit for you!
Business Impact - Not just surviving but thriving 📈
You will directly influence the patient experience by owning the day-to-day response and escalation pipeline for technical support. Your ability to identify issues early, troubleshoot creatively, and provide actionable feedback will significantly improve both the user experience and internal processes. By maintaining and improving the support infrastructure, you’ll help scale our ability to deliver excellent care to patients efficiently and effectively.
Your contributions will directly impact the scalability of our operations, ensuring smoother interactions between our patients, patient service teams, and the broader healthcare system.
What you will need to succeed: 🌱
- Proven Technical Expertise: 2+ years of tier 2 technical support experience, with a strong understanding of troubleshooting across multiple platforms.
- Bachelors degree (preferred)
- Strong Communication Skills: Ability to clearly convey complex technical issues to non-technical team members and patients, both verbally and in writing.
- Experience with EHR Systems: 2+ years working with electronic health records (preferably AthenaHealth), and familiarity with telehealth platforms is a bonus.
- Customer Service Platforms Knowledge: 1+ years of experience using Zendesk or similar platforms to manage and resolve support tickets efficiently.
- HIPAA Knowledge: Deep understanding of HIPAA compliance and best practices for ensuring patient confidentiality in all interactions.
- Documentation and Process Improvement: Ability to create clear, concise troubleshooting guides and training materials, and identify opportunities for process improvement.
- Multi-tasking & Prioritization: Ability to juggle competing priorities, manage high-pressure situations, and maintain professionalism while troubleshooting technical issues.
- Collaboration and Innovation: A collaborative mindset with a passion for continuous improvement and contributing to a culture of innovation.
- Educational & Training Skills: Comfortable creating educational content and training other departments on technology platforms, support processes, and SOP updates.
The interview process will include: 📚
- Recruiter Screen (30 min Zoom)
- Hiring & Project Manager Screen (30 min Zoom)
- Final Peer Interview (30 min Zoom)
What We Offer ✨
- Competitive Compensation: $50-55K annual, along with opportunities for growth in a rapidly expanding company.
- Work Environment: A culture of collaboration and innovation where your ideas can make a real impact.
- Flexible Work: 100% remote position with the flexibility to manage your time effectively.
- Benefits: Health, dental, and paid time off, with a focus on work-life balance.
- Professional Development: Continuous learning opportunities, including cross-departmental collaboration and ongoing skills training.
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