Patient Experience Representative at myLaurel – Remote Office

As a Patient Experience Representative, you are the critical first connection patients have with myLaurel. This isn't just a call center role—it is a specialized position for a healthcare professional who thrives in a fast-paced environment and excels at navigating care coordination.

You will develop foundational skills in healthcare navigation, clinical problem-solving, and cross-functional collaboration. We are looking for high-performers who are proactive, adaptable, and eager to grow within a high-impact startup environment.

• Primary Point of Contact: Serve as the lead contact for patients and caregivers via high-volume inbound and outbound calls.

• Scheduling: Coordinate and schedule in-home and virtual care visits efficiently and accurately.

• Patient Education: Educate patients on myLaurel program services and set clear, empathetic expectations for their care journey.

• Post-Visit Support: Manage critical post-visit needs, including equipment coordination, pharmacy requests, and clinical documentation.

• Systems Management: Maintain high-integrity documentation within our internal systems and Electronic Health Records (EHR).

• Cross-Functional Partnership: Collaborate daily with clinical and operations teams to ensure a seamless, "white-glove" patient experience.

• Experience: 2+ years of professional experience in a healthcare call center or medical office environment.

• Technical Proficiency: Mandatory proficiency in Electronic Health Record (EHR) platforms (e.g., Epic, Athena, Cerner, or similar).

• Environment: A dedicated, private, HIPAA-compliant workspace with a door that closes.

• Connectivity: Reliable high-speed internet (minimum 20 Mbps down / 5 Mbps up).

• Communication: Exceptional active listening skills and the ability to multitask across multiple software systems while maintaining an empathetic phone presence.

• Education: High school diploma or GED required.

This is a high-volume, metrics-driven role. You will spend the majority of your day on the phone supporting patients in real-time. It is fast-paced and requires rigorous time management and detail-oriented documentation habits.

myLaurel was founded on the belief that a meaningful portion of hospital care can—and should—be delivered in the comfort of home. As a tech-enabled medical group, we provide on-demand acute and transitional care to frail, elderly, or medically complex patients at home—helping them avoid the traditional pathway of ambulance, emergency department, hospital admission, and post-acute facility care.

Health systems, payers, and provider groups partner with myLaurel to reduce avoidable utilization, lower readmission rates, accelerate throughput, and improve the patient experience—all while maintaining the highest standards of clinical quality and safety. We stand behind our outcomes by putting our fees at risk, demonstrating both accountability and confidence in the results we deliver.

Care is delivered through a physician-led model that combines virtual oversight with in-home clinicians, advanced technology, diagnostics, and therapies. For high-risk populations, myLaurel achieves 33% lower ED utilization, a 49% absolute reduction in readmissions, and an average of 15 bed-days saved daily—alongside a Net Promoter Score of 97.

Recognized for innovation and industry leadership, myLaurel has been named to Fast Company's Most Innovative Companies and the New York Digital Health 100. The company is headquartered in New York City. Learn more at mylaurelhealth.com.