Healthcare Support Specialist

This is a fully remote position, open to applicants in New Jersey, +1 more state.

📋 Description

• Address patient inquiries via chat, email, and internal messaging with clarity, empathy, and professionalism.

• Simplify complex subjects (billing, CPT codes, coverage, device returns, etc.) into easy-to-understand, patient-friendly explanations.

• Maintain a consistent tone that embodies Salvo’s values: supportive, empowering, and solution-oriented.

• Proactively follow up until every issue is completely resolved — leaving no loose ends.

• Accurately document all interactions so that the next agent or clinician can seamlessly continue without confusion.

• Adhere to established workflows for benefit checks, escalations, and provider-office boundaries.

• Ensure all information provided to patients aligns with Salvo policies and updated processes.

• Troubleshoot patient issues related to the app, onboarding, or device setup prior to escalation.

• Identify recurring issues and report them to leadership with context and examples.

• Quickly adapt to new tools, workflows, and process updates.

• Monitor Slack for team mentions and respond promptly when not on calls.

• Collaborate with Engagement to ensure smooth transitions and consistent messaging.

• Support colleagues by sharing insights, answering queries, and fostering a positive, accountable culture.

• Arrive on time, prepared, and camera-ready for meetings and training sessions.

• Take responsibility for your queue, follow-ups, and accuracy.

• Seek clarification when uncertain instead of guessing.

⛳️ Requirements

• A minimum of 3 years of experience in healthcare billing, health insurance support, or a comparable patient-facing support role.

• Strong technical skills with the ability to operate multiple systems, tools, and platforms concurrently.

• Experience in conducting patient or customer conversations while documenting and troubleshooting in real time.

• In-depth understanding of insurance terminology, benefits, claims, CPT codes, and coverage workflows.

• Capability to sit at a workstation for extended periods using a computer and headset to assist patients.

• Excellent interpersonal, verbal, and written communication skills with the ability to distill complex information.

• Proven ability to handle confidential and sensitive patient data in compliance with HIPAA regulations.

• Ability to thrive in a fast-paced, high-growth environment with changing processes and expectations.

• Strong attention to detail and accuracy in documentation, follow-ups, and patient communication.

• Goal-oriented with a focus on providing high-quality support and meeting performance standards.

• Remote work experience is preferred.

• Bilingual candidates (English/Spanish) are a plus.

• Must possess a hard-wired, high-speed internet connection.

🏝️ Benefits

• Must be based in the USA