Patient Support Specialist

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

📋 Description

• Act as the main coordinator for various care teams, linking patients with the appropriate clinician at the right moment.

• Enhance patient engagement and facilitate smooth visits across overlapping schedules.

• Utilize call handling tools to manage patient transfers and provide immediate intake information.

• Inform RNs when patients are prepared, monitor visit status, and foresee subsequent steps.

• Oversee call activities and assist in timely transitions from RN to provider.

• Address scheduling conflicts, clinical issues, and patient-related matters as needed.

• Contact scheduled patients to confirm their appointments, verify their identity, and ensure preparedness.

• Carry out pre-visit intake tasks, including gathering demographics, obtaining consent, and asking pre-screening questions.

• Conduct checks on audio and video technology.

• Respond to incoming patient inquiries regarding visits, scheduling, and technical support.

• Record patient outreach, intake, call routing, and handoff actions.

• Provide the clinical team with real-time updates on patient status.

• Direct patients according to the clinical workflow.

• Resolve minor audio and video issues and escalate them as necessary.

• Coordinate activities with patients and care team members through internal chat or phone.

⛳️ Requirements

• Required experience in a healthcare or customer service environment.

• Strong digital proficiency and comfort with navigating various platforms, including Zoom, Teams, and EHR/CRM tools.

• Exceptional interpersonal and communication abilities.

• Capability to multitask, prioritize, and maintain composure in a fast-paced virtual setting.

• Dependable internet connection and a secure, private workspace at home.

• Must use Windows or Apple computers only; minimum requirements are Windows 10 or macOS 13.

• Wired headphones are necessary.

• Minimum internet speeds of 50 MBPS download and 20 MBPS upload are required.

• A wired connection to the router using an ethernet cable is essential.

• Must use Google Chrome with Amazon WorkSpaces.

• Webcam/video capability for video calls is necessary.

• Preferred: experience in telehealth, medical office, or remote care provision.

• Preferred: knowledge of HIPAA and patient privacy regulations.

• Bilingual in English and Spanish, or another language, is a plus.

🏝️ Benefits

• Fully remote work from a home office.

• Monday to Friday schedule from 9 AM to 6 PM EST.

• Wired headphones are required for optimal audio performance.

• A second monitor is recommended for laptop users; dual monitors are suggested for PC users.

• Equal opportunity employer dedicated to diversity and inclusion.