Patient Services Representative

Happy Health•Austin, TX

24d•Onsite

About The Position

The Patient Services Representative is a service-oriented position that helps navigate clients along their journey at Happy Health. This role delivers fast, empathetic, and accurate support across digital and phone channels to assist clients with technological and on-boarding issues, financial and program-related questions, as well as scheduling and case escalation to clinical and non-clinical resources within the Happy Health program. This position is execution-focused and emphasizes excellence in day-to-day support operations, documentation, and problem-solving.

Requirements

2+ years in customer-facing roles requiring outstanding service and strong administrative execution, including experience in healthcare setting
Excellent organization skills and a strong commitment to documentation
Proven track record of exceeding customer satisfaction and retention goals
Tech-savvy and able to learn new technologies quickly
Excellent communication, interpersonal, and negotiation skills
Data-driven approach to problem-solving and continuous improvement
Proficiency in customer support software and relevant CRM systems

Nice To Haves

Previous employment at a technology start-up company
Experience working with clients in a telehealth setting
Familiarity with Healthie (EHR), Telescope, Candid and Atlassian product suite
Bachelor's degree

Responsibilities

Provide exceptional support across phone, email, chat, and other channels with a client-first, high-empathy approach.
Help clients understand the start-to-finish clinical journey; proactively reduce confusion and friction.
Facilitate client onboarding and success with our smart ring, mobile app, and digital care platform.
Troubleshoot common technical and account issues; clearly document findings and escalate complex cases as needed.
Assist with appointment scheduling, rescheduling, and coordination to ensure clients can access care smoothly.
Resolve ecommerce, order status, and payment issues (refunds, failed payments, invoice questions) in a timely, accurate manner.
Maintain accurate records in internal systems (CRM/ticketing/EHR tools as applicable), including clear issue summaries, actions taken, and next steps.
Follow established workflows/SOPs and meet defined service level expectations (response time, resolution time, CSAT).
Monitor recurring client issues and tag/report trends (e.g., app bugs, device concerns, common therapy questions) to the appropriate individuals.
Support fulfillment and reverse logistics processes, including shipping, device handling, returns, ingestion, kit preparation, and inventory-related tasks.
Prepare, document, and manage client device components/kits; ensure chain-of-custody and accuracy where required.
Assist with periodic audits and inventory checks; flag discrepancies promptly.