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 right clinician.

• Ensure the flow of visits remains efficient across overlapping schedules.

• Utilize call-handling tools to transfer patients and provide real-time intake details.

• Inform RNs when patients are prepared and monitor visit statuses.

• Oversee call activity and facilitate prompt RN-to-provider transitions.

• Address scheduling conflicts, clinical issues, and concerns related to patients as necessary.

• Make outbound calls to confirm appointments, verify identity, and ensure patient readiness.

• Carry out pre-visit intake, covering demographics, consent, and pre-screening inquiries.

• Conduct checks on audio and video technology.

• Handle inbound calls regarding visits, scheduling, and technical support.

• Record patient outreach, intake, call routing, and handoff processes in designated systems.

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

• Respond to patient inquiries or direct concerns to the appropriate resources.

• Direct patients following clinical workflows.

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

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

⛳️ Requirements

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

• Strong digital fluency and comfort with navigating various platforms, such as Zoom, Teams, and EHR/CRM tools.

• Outstanding interpersonal and communication abilities.

• Capacity to multitask, prioritize, and maintain composure in a dynamic virtual setting.

• Must use Windows or Apple (macOS) computers only; Chromebooks, Linux machines, or smartphones are not acceptable.

• Minimum required operating systems: Windows 10 or macOS 14 Sonoma.

• Intel Core i5 or AMD equivalent processor for Windows; Apple Silicon for Macs.

• Minimum of 16 GB RAM is required.

• Wired headphones are mandatory; built-in microphones are not allowed.

• Minimum internet speed of 100 Mbps download and 50 Mbps upload required.

• An Ethernet cable must connect the computer directly to the router.

• Google Chrome with Amazon Workspaces is required.

• A webcam is necessary for video calls.

• Must have reliable internet connectivity and a secure, private workspace.

• All work must be conducted physically within the United States; international work is not allowed during scheduled hours.

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

• Preferred: knowledge of HIPAA and patient privacy regulations.

• Bilingual in English and Spanish or another language is an advantage.

🏝️ Benefits

• Fully remote work opportunity.

• Home office work arrangement provided.

• Commitment to an equal opportunity and inclusive work environment.