Patient Experience Representative

TL;DR

Patient Experience Representative: Supporting sales, patient care, and retention by handling incoming patient inquiries across phone, email, and chat with an accent on resolving issues, educating patients on services and policies, and maintaining accurate records. Focus on scheduling scan appointments, guiding medical intake forms, and escalating complex cases while ensuring calm, privacy-first communication in a fast-paced environment.

Company

hirify.global builds a proactive healthcare platform centered on fast, non-invasive whole-body MRI scanning.

What you will do

• Provide customer service to patients via phone, email, and chat; respond to inquiries and resolve issues in a timely, professional manner.
• Educate patients on services, policies, and procedures; assist with account setup and management (login, password resets, billing questions).
• Guide patients through medical intake forms and troubleshoot related issues; help schedule scan appointments.
• Escalate complex issues to the appropriate departments and act as a primary contact for incoming complaints.
• Maintain accurate records of patient interactions, follow up on outstanding issues, and use established systems to report on patient satisfaction.
• Identify opportunities to improve patient satisfaction and retention; collaborate with sales and marketing to deliver a seamless patient experience.

Requirements

• Location: Based out of Toronto Head Office (Toronto, Ontario, Canada).
• Work authorization: Must be legally authorized to work in Canada at the time of hire and must not require employer sponsorship for a work visa (current or future).
• Strong customer focus with excellent written and verbal communication skills; professional, courteous communication with patients and medical professionals.
• Ability to multitask, prioritize, and work effectively under pressure in a fast-paced environment; strong time management.
• High emphasis on patient privacy and confidentiality; ability to remain calm and use supportive language with upset patients.
• Ability to analyze data to inform decision-making and willingness to take on additional tasks as needed.

Culture & Benefits

• Mission-driven work focused on proactive healthcare; free whole-body scans provided to team members.
• Flexible vacation policy and encouragement to use it.
• Comprehensive benefits package including health, dental, vision, and mental health coverage.
• Eligible Canadian employees access to RRSP and TFSA retirement savings plans (no matching contributions).
• Weekly team connection time to build relationships and collaboration.
• Base salary range: $54,000–$58,000 CAD depending on experience and geographic location.