Patient Experience Representative

H-Wave•Huntington Beach, CA

About The Position

The Opportunity H-Wave is seeking a Patient Experience Representative to join our Customer Experience Team. This individual brings a strong foundation in customer service, ideally within the medical field or a call center environment. The ideal candidate is proactive, forward-thinking, driven, and has a proven track record of delivering exceptional and memorable customer experiences. In this role, a typical day involves engaging with patients through both inbound and outbound phone calls. Responsibilities include addressing patient inquiries, navigating and resolving concerns, and providing clear, accurate information about our products and services. The Patient Experience Representative plays a key role in ensuring each interaction is handled with professionalism, empathy, and efficiency. The Company H-Wave is the very best in drug-free pain relief and rehabilitation! Our team puts patient outcomes above all else, we treat customers and co-workers like family, and we’re passionate and “all-in” for what we get to do every day. For over 40 years the H-Wave electronic stimulation device has been used to reduce medication usage, manage pain, and speed recovery from surgery or injury. We provide physicians in the worker's compensation, auto insurance, and personal injury markets with a more effective drug-free alternative; which helps their patients live a better life and improves the efficiency and success of physician offices with more satisfied patients. When you join H-Wave, you become part of a tight-knit team dedicated to helping people live better lives while also supporting physicians in delivering top-tier care.

Requirements

Must be able to thrive in a fast-paced environment and provide clear, well-defined responses.
High School Diploma or GED required.
Able to adapt to ever-changing requests from multiple departments.
Strong phone-handling skills and active listening abilities.
Excellent communication and presentation skills.
Customer service-oriented mindset.
High attention to detail and accuracy.
Demonstrates initiative and a strong service aptitude.

Responsibilities

Performs a high volume of phone calls, emails, and other communications with H-Wave patients.
Answers routine patient inquiries, navigates customer complaints, and provides information regarding H-Wave products and services.
Performs data entry and utilizes H-Wave’s proprietary patient system to process unit supply orders and returns.
Conducts routine follow-ups with patients and ensures they are promptly contacted for patient outcome surveys.
Consistently upholds excellent customer service standards and maintains high customer satisfaction call rates through strong interpersonal communication skills.
Documents and records patient interactions for patient outcome reporting.
Supports team members by providing thorough and accurate information to enhance customer support.
Handles customer inquiries in accordance with HIPAA regulations.
Follows established communication procedures, guidelines, and policies.