Patient Service Excellence Representative

Job Title: Patient Service Excellence Representative

Department: Clinical and Service Operations

Location: Remote 

Reports to: Patient Support Rep Supervisor

Key Relationships: Patients, caregivers, care teams, customer resources

About Podimetrics: 

Founded in 2011, Podimetrics set out on a mission to improve patient lives through early detection and prevention of diabetic foot ulcers, the leading cause of lower limb amputations. Podimetrics has since evolved to become a rapidly growing virtual care management company with advanced technology and patient-centered services.

Today, Podimetrics teams with and provides solutions to patients, payers and providers that alleviate the  health and financial implications of diabetic foot complications in high-risk populations. We are a mission  driven, financially responsible enterprise that enables patients to stand on their own feet and live more  independent and fulfilling lives. 

Core Values:

• Mission First: We are here to drive critical change, bring hope and compassionate care to those in great need.
• People Matter Most: We advance our mission by caring for our people (colleagues, patients, providers, customers and stockholders), treating them with kindness and respect.
• Courageous Action: We are driven to act and demand mutual accountability. We believe that missteps foster learning and iterative improvement.
• Healthy Debate: We commit to transparent discussion and resulting decisions. The very best decisions come from differing points of view, requiring good intentions, mutual trust and no ego.
• Deep Curiosity: We are always striving to learn more and do better. We question if the best we have ever done couldn’t be improved further.

Role Description:

The Patient Service Excellence Representative plays a key role in delivering a compassionate, patient-centered experience through our blended call center. This team member is responsible for engaging with patients via telephone as the first point of contact for patients and caregivers, ensuring that every interaction reflects empathy, clarity, trust, and excellence. Team members are responsible for fielding incoming calls, resolving non-clinical inquiries, coordinating support logistics, and conducting proactive outreach to re-engage patients and reduce barriers to care. Through their work, team members ensure patients receive timely support and remain engaged in our innovative monitoring programs.

Key Responsibilities

Service Excellence:

• Deliver a patient-centered experience that reflects empathy, clarity, trust, and excellence in every interaction.
• Demonstrate genuine care, emotional validation, active listening, and warmth with patients and team members.
• Foster long-term patient engagement and loyalty through personalized service and proactive problem-solving and education.
• Act as the voice of the patient by sharing feedback and insights to inform improvements in programs, processes, and technology.

Communication & Collaboration:

• Communicate clearly and professionally with patients, caregivers, and internal teams to ensure continuity of care
• Collaborate with cross-functional teams to support seamless handoffs and a high-quality patient experience.
• Contribute ideas and observations during team huddles and meetings to support continuous service improvement

Workflow Execution:

• Manage inbound and outbound communications across multiple channels, including phone, SMS, and email.
• Triage and resolve non-clinical inquiries, escalating or transferring as appropriate to ensure timely support.
• Provide logistical, technical, and administrative support, including troubleshooting, and coordinating services like UPS pickups.
• Complete all documentation accurately and within required timelines to maintain service-level standards.
• Maintain reliable remote connectivity and demonstrate the ability to troubleshoot basic technical issues independently to ensure uninterrupted workflow and patient support.

Cross-Team Collaboration:

• Communicate clearly with peers, leads, and managers to ensure continuity of care and seamless handoffs.
• Contribute insights during huddles or team meetings to support service excellence.
  

Quality & Performance Monitoring:

• 
  Meet or exceed QA standards, productivity goals, and patient experience expectations.
• Participate in peer reviews, audits, and improvement initiatives.

Service Standards

Service Standards and Behaviors are the non-negotiable expectations for how we engage with patients, partners, and each other — across every interaction, every channel, every team.

• Service Standards are ‘The What’. What we commit to delivering regardless of channel, role, context etc.
• Behaviors are ‘The How’. The playbook to bring service standards to life every day.
• Service Behaviors
  • Active Listening & Emotional Validation
    • They Truly Listened and understood me.
  • Clarity & Competence
    • They explained things clearly and I trust them.
  • Genuine Care & Connection
    • They made me feel seen, understood, and valued.
  • Trust & Follow-Through
    • I can count on them every time. 
  • Value in every interaction
    • Every interaction helps me, even in a small way.

Qualifications

• High school diploma or equivalent required; associate degree or higher preferred.
• Call center background preferred, especially with remote work exposure.
• Bilingual capabilities (Spanish or other language)
• Experience in patient or customer engagement.
• Strong communication and interpersonal skills.
• Ability to multitask, stay organized, and work independently
• Typing speed of at least 40 words per minute
• Ability to work evening and Saturday hours

Performance Expectations

• Patient Contact Rate
• QA Score
• Callback Completion
• Inbound Responsiveness
• Documentation Timeliness
• Clinical Escalations

Core Competencies

• Compassionate Communication
• Clinical Accuracy & Judgement
• Adaptability in Changing Workflows
• Service Recovery & Professionalism
• Accountability & Ownership
• Cultural Sensitivity & Equity in Care

Benefits:

• Base Pay: 55k+ base salary commensurate with experience
• Annual Bonus Opportunity
• Equity Options
• Flexible Paid Time Off (Guaranteed four (4) weeks of PTO)
• Paid Sick Leave (up to forty (40) hours annually)
• Fully Paid Parental Leave (twelve (12) weeks for birthing parents, eight (8) weeks for non-birthing/adoptive parents)
• Competitive Medical, Dental, and Vision plans – Podimetrics covers 80% of premiums.
• Health Savings Account with employer contribution
• Employee Assistance Program - Free, confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues.
• 401k
• Life Insurance - Podimetrics pays 100% of the cost of Basic Life & Personal Accident
• Disability insurance – Podimetrics pays 100% of the cost of Short-Term and Long-Term Disability Insurance
• Additional life insurance, critical illness, and accident coverage are available

Podimetrics is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.