If you’re the kind of person who can calm chaos, solve problems fast, and make patients feel seen without getting swallowed by the day, this is your lane. You’ll be the front line for patient support, handling high-touch calls, escalations, and service recovery in a digital-first healthcare startup.
About Midi Health
Midi Health provides compassionate virtual care for women 40+, with a focus on perimenopause, menopause, and midlife health needs. They’re building a modern patient experience in a remote-first, fast-moving environment.
Schedule
- Remote (U.S.)
- Compensation: annual salary (based on experience)
- Primary channel: phone, plus multi-channel support
- Requires a quiet, distraction-free home workspace and reliable high-speed internet
- Tools: Zendesk, Athena (or comparable), Google Workspace
What You’ll Do
- Serve as the first point of contact for patients, primarily by phone, with empathy, discretion, and follow-through
- Manage a high volume of inbound and outbound calls tied to support, scheduling, care coordination, and service recovery
- Resolve escalated concerns from patients who are frustrated, confused, or upset using service recovery protocols
- Escalate appropriately when needed and collaborate across departments to drive resolution
- Document every interaction clearly and thoroughly in Zendesk and the EHR
- Act as a patient advocate and liaison between patients, clinicians, and internal teams
- Spot patterns, identify improvement opportunities, and share feedback with leadership
- Protect patient privacy and uphold confidentiality across all tools and channels
- Model Midi values: compassion, accountability, respect, integrity, and trust
What You Need
- 5+ years in a high-touch, patient-facing role
- 2+ years using Zendesk or comparable ticketing software
- 2+ years using Athena or comparable EHR system
- 2+ years using Google Workspace
- Strong verbal and written communication skills with professional judgment
- Experience handling escalations, complaints, or grievances with discretion and empathy
- Strong critical thinking and decision-making under pressure
- Bilingual (Spanish or another language) is a plus
Benefits
- Health and dental coverage
- Paid time off
- 100% remote work environment
- Opportunity to help shape workflows at a growing healthcare startup
If you’ve got the experience to handle escalations without taking them home with you, this one’s worth a serious look.
Happy Hunting,
~Two Chicks…