Patient Experience Specialist

On-site | Full-Time | Customer Experience

This is not a call center job.

When a patient leaves their doctor's office with a Peerbridge Cor heart monitor in a box, they have no idea what comes next. You are the person who changes that. You are our voice, our warmth, and the first human connection Peerbridge makes with every patient we serve. On a HIPAA-secure video call, you will guide patients through unboxing, skin prep, device placement, and monitoring activation. By the end, their heart monitor is running, they feel confident, and they know exactly who to call if anything comes up. This role directly affects the quality of data their physician receives — and the quality of their care.

WHAT YOU WILL DO

Run Guided Setup Calls

• Walk patients through unboxing, skin preparation, V2 placement, and monitoring activation step by step
• Confirm monitoring is active before ending every call — no exceptions
• Educate patients on symptom logging, wear precautions, and end-of-study return
• Stay until the patient feels confident, not just until the steps are done

Own the Patient Relationship

• Manage inbound calls and messages throughout the patient's monitoring period
• Troubleshoot device, adhesion, and connectivity issues calmly and accurately
• Follow no-show and reconnection protocols for missed appointments
• Escalate clinical concerns appropriately — you know when something needs a clinician
• Log every interaction accurately in the patient record

Raise the Standard

• Track your own setup quality — signal quality on your patients is measurable
• Surface patterns when patients are confused by the same step repeatedly
• Contribute to script and FAQ improvements based on real call experience

WHO WE ARE LOOKING FOR

The character traits matter more than the resume. These five are non-negotiable:

• Genuinely warm. Actual patience with nervous, elderly, or tech-averse patients — not performed warmth.
• Crystal clear communicator. You explain technical steps in plain, calm language and never make someone feel dumb for asking twice.
• Meticulous. You follow the protocol precisely. You do not skip the confirmation step because you think it probably worked.
• Calm under uncertainty. You know what is yours to solve and what to escalate. You do not guess and you do not panic.
• Takes this seriously. You bring the same energy and care to call 500 as you did to call 1.

Preferred Background

• Healthcare, medical device, remote patient support, or high-touch patient-facing experience
• Comfort guiding non-technical users through technology over video
• Familiarity with CRM tools, EMR documentation, or structured call logging
• Exposure to cardiac monitoring or ambulatory ECG is a plus — not required

WHAT WE OFFER

• A meaningful role at a company genuinely changing how cardiac care reaches patients
• A small, collaborative team where your voice matters and your ideas get heard
• Full training on the Peerbridge Cor system, placement protocols, and setup methodology
• Competitive compensation commensurate with experience
• Structured support and clear expectations
• The opportunity to help build this program from the ground up — it is new, and you will shape what it becomes