Bilingual Patient Support Specialist, Spanish/English

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary coordinator for various care teams simultaneously, ensuring that patients are matched with the appropriate clinician in a timely manner.

• Enhance patient engagement by facilitating a smooth flow of visits across multiple concurrent schedules.

• Transition patients to the correct care team members through call handling tools while providing real-time intake information.

• Alert the RN when a patient is prepared, monitor the status of each visit, and foresee next steps to avoid delays.

• Oversee call activity among teams and actively support timely transitions from RN to provider.

• Promptly escalate any scheduling conflicts, clinical issues, or patient-related concerns to safeguard care quality and efficiency.

• Initiate outbound calls to scheduled patients to confirm their appointments, verify their identity, and ensure they are prepared for the visit.

• Conduct pre-visit intake, including checking demographics, consent, and any necessary pre-screening questions.

• Execute technology checks as needed (e.g., audio, video readiness) to avert delays during the visit.

• Establish a professional and welcoming atmosphere that fosters trust and prepares the patient for a positive care experience.

• Handle inbound calls to assist patients with inquiries regarding their visit, scheduling, or technical navigation.

• Ensure accurate documentation of patient outreach, intake, call routing, and handoff activities in the designated systems.

• Provide real-time updates to the clinical team regarding patient status and any adjustments to scheduling.

• Promote patient satisfaction by answering questions or directing concerns to the appropriate resource.

• Utilize tools to route patients according to clinical workflow.

• Resolve minor technical issues (e.g., patient audio or video) and escalate as required.

• Communicate with patients and care team members through internal chat or phone to coordinate activities.

⛳️ Requirements

• Bilingual in English and Spanish is mandatory; must be capable of conducting patient conversations, providing support, and accurately communicating healthcare information in both languages.

• Prior experience in a healthcare or customer service environment is essential.

• Strong digital proficiency and ease with navigating various platforms (Zoom, Teams, EHR/CRM tools) are required.

• Exceptional interpersonal and communication abilities are necessary.

• Capable of multitasking, prioritizing effectively, and maintaining composure in a fast-paced virtual setting.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and growth within the organization.

• Collaborative and supportive work environment.