What if you had the ability to personally influence the future of healthcare? As a member of the PocketHealth team, you will empower over 2 million patients and enable hospitals and clinics throughout North America to uncover a superior healthcare experience.
PocketHealth is a patient-centric platform that allows hospitals and clinics in North America to securely and instantaneously exchange imaging records with patients on a digital basis. We empower patients to become active and engaged participants in their own care and to gain control of their care journey through our platform.
We have expanded our primary functionality to facilitate the sharing of images between hospitals and physicians, as well as the automated importation and instantaneous image retrieval capabilities that are the foundation of the PocketHealth platform. PocketHealth is a comprehensive image management solution that is utilized by more than 800 hospitals and clinics in North America.
We are in search of impassioned individuals to assist in the realization of this vision for millions more patients across North America by ensuring that patients are at the center of the record release process. This approach ensures that data is transferred more ethically, securely, and conveniently throughout the care journey.
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Details:
An independent, self-motivated, and ambitious Patient Experience Representative (Spanish Bilingual) with a genuine enthusiasm for healthcare is required to assist us in our expansion and provide direct support to patients throughout their care journey.
This is not your typical Customer Support position. We consider empathetic and expeditious support for our patient population to be essential to our ongoing success. This implies that we are seeking an ambitious self-starter who is at ease in a fast-paced startup environment.
This position is ideal for an individual who aspires to progress into a leadership position and take on new challenges as PocketHealth expands globally, as comprehending the manner in which our patients interact with our platform serves as a solid foundation for growth into any position within the organization. The company has promoted former Patient Experience Reps to high-impact positions in Engineering, UI/UX, and Customer Success.
About You:
- Exceptional verbal and written communication abilities in both Spanish and English
- 2-3 years of experience in a customer service position that involves communication via email and phone (required)
- Proficient in multitasking and possessing exceptional organizational abilities
- An asset would be experience with or a passion for healthcare; however, it is not necessary.
- Experience in technical support is regarded as a valuable asset
- The capacity to labor from Monday to Friday, either from 9 am to 5 pm or from 10 am to 6 pm EST
Benefits:
1. Meaningful, Patient-Centered Work
You play a vital role in improving patient satisfaction, communication, and comfort—making a positive impact on individuals and families in healthcare settings.
2. Competitive Salaries
Patient experience representatives in Canada typically earn between CAD $40,000 and $60,000 per year, depending on experience, province, and healthcare facility.
3. Opportunities Across Canada
These roles are available in hospitals, clinics, long-term care homes, and health authorities throughout the country, offering strong job availability.
4. Full-Time Benefits
Many positions include health and dental insurance, paid vacation, pension plans, employee wellness programs, and paid sick leave.
5. Growth and Training Opportunities
On-the-job training and professional development programs are common, with opportunities to advance into roles like patient relations coordinator, administrative supervisor, or healthcare quality officer.
6. No Advanced Medical Training Required
While healthcare experience is helpful, many roles are open to individuals with a background in customer service, hospitality, or office administration.
7. Inclusive and Supportive Work Environments
Canadian healthcare institutions value diversity, offering inclusive workplaces with policies that support equity and cultural sensitivity.
8. Work-Life Balance
Many positions follow standard weekday hours with minimal overtime or weekend work, especially in administrative settings.
9. Eligibility for Immigration Pathways
Foreign workers with relevant experience and job offers may be eligible for immigration under programs like the Express Entry, Provincial Nominee Programs (PNPs), or Atlantic Immigration Program.
10. Valuable Cross-Functional Skills
This role develops key transferable skills such as communication, conflict resolution, data entry, and empathy—useful across many healthcare and administrative careers.
Requirements:
1. Education Requirements
- High school diploma is typically required.
- Post-secondary education in healthcare administration, customer service, communications, or a related field is often preferred.
- Some employers may require a diploma or certificate in medical office administration or healthcare customer service.
2. Experience
- 1–2 years of experience in a customer service, healthcare, or administrative role is usually preferred.
- Previous work in a hospital, clinic, or medical office is an asset.
3. Communication Skills
- Excellent verbal and written communication skills in English (French may be required or preferred in bilingual regions like Quebec or Ottawa).
- Strong interpersonal and empathy skills to interact with patients and families in sensitive situations.
4. Technical Skills
- Proficiency with Microsoft Office (Word, Excel, Outlook).
- Familiarity with electronic medical record (EMR) systems or hospital information systems (e.g., EPIC, Meditech) is often required.
- Typing speed and data entry accuracy are also valued.
5. Customer Service Orientation
- Ability to resolve complaints or concerns professionally and empathetically.
- A strong commitment to enhancing the patient and family experience.
6. Organizational Skills
- Ability to manage multiple tasks and prioritize work in a fast-paced environment.
- Attention to detail in handling patient information and feedback documentation.
7. Language Requirements (if applicable)
- In bilingual regions, fluency in English and French may be mandatory.
- Additional language skills are considered an asset in multicultural healthcare settings.
8. Legal Eligibility to Work in Canada
- Canadian citizens, permanent residents, or individuals with a valid work permit can apply.
- Some employers may offer support through immigration programs like Express Entry or PNPs if there is a local shortage.
9. Criminal Background Check
- Most healthcare employers require a clean criminal record and may ask for a vulnerable sector screening.
10. COVID-19 Vaccination
- Full COVID-19 vaccination is required by many healthcare employers, depending on provincial policies.
Nice to haves:
- Be resourceful, adaptable, and persistent in the face of adversity.
- I am diligent and enthusiastic about the prospect of resolving issues, whether they involve software or interpersonal skills.
- I am empathetic and appreciate instructing individuals of all technical levels.
- An exceptional teammate—someone who is committed to collaborating with their colleagues to accomplish common objectives
Outcomes:
- Provide patients with technical support, guidance on appropriate use, and general platform education in a timely manner through email and phone. You will be the primary point of contact for patients who wish to access their health records and traverse the PocketHealth platform.
- Product Vision: Utilize the feedback you have collected from patients and providers to assist our Management and Engineering teams in refining the future of the PocketHealth platform.
PocketHealth provides the opportunity to accomplish extraordinary feats. While advancing your career and honing your abilities, you have the potential to make a positive difference in the healthcare experience of millions of individuals.
It is unnecessary to choose between the two. It has been a component of our mission since our inception to ensure that healthcare is accessible to all and to empower patients. We are aware that this can only be accomplished by assembling a team of individuals with a variety of perspectives who are representative of the Patient and Provider communities we serve.
PocketPHolk are enthusiastic about their employment at our organization for a variety of reasons, including the opportunity to work remotely, our competitive salaries and benefits (including stock options), four weeks of paid time off, unlimited wellness days, extended mental health coverage, and more. We prioritize the well-being of our PocketPHolk in the same manner as we do our Patients and Providers.
Please inform us at DEI@pocket.health if there are any accommodations that we can provide to assist you during the recruitment process. Applications are solely accepted through posting.
Frequently Asked Questions:
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Where do Patient Experience Representatives work?
They work in hospitals, outpatient clinics, long-term care homes, rehabilitation centers, and other healthcare settings across Canada.
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Do I need healthcare experience for this job?
Not always. While prior healthcare experience is an asset, many roles accept candidates with strong customer service, communication, or administrative backgrounds.
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What does a Patient Experience Representative do?
A Patient Experience Representative acts as a liaison between patients and healthcare providers, helping to improve communication, resolve concerns, support admissions/discharge processes, and ensure a positive overall patient experience.
