Patient Support Specialist

Responsibilities: — Coordinate multiple care teams simultaneously to ensure patients connect with the appropriate clinician at the right time. — Manage patient engagement by maintaining smooth visit flow across concurrent schedules. — Transfer patients to care team members using call handling tools and provide real-time intake information. — Notify registered nurses when patients are ready, track visit status, and anticipate next steps to avoid delays. — Monitor call activity and support timely handoffs from nurses to providers. — Escalate scheduling conflicts, clinical concerns, or patient-related issues promptly to maintain care quality and efficiency. — Initiate outbound calls to scheduled patients to confirm appointments, verify identity, and ensure readiness. — Conduct pre-visit intake including demographics, consent, and pre-screening questions. — Perform technology checks (audio, video) to prevent visit delays. — Set a professional and welcoming tone to build patient trust. — Handle inbound calls to assist patients with visit questions, scheduling, or technical navigation. — Maintain accurate documentation of patient outreach, intake, call routing, and handoff activities. — Provide real-time updates to the clinical team on patient status and scheduling adjustments. — Support patient satisfaction by answering questions or redirecting concerns appropriately. — Use tools to route patients according to clinical workflow. — Troubleshoot minor technical issues and escalate when necessary. — Communicate with patients and care team members via internal chat or phone. Requirements: — Experience in healthcare or customer service. — Strong digital fluency and comfort navigating multiple platforms including Zoom, Teams, EHR, and CRM tools. — Excellent interpersonal and communication skills. — Ability to multitask, prioritize, and remain calm in a fast-paced virtual environment. Preferred: — Experience in telehealth, medical office, or remote care delivery. — Familiarity with HIPAA and patient privacy regulations. — Bilingual in English and Spanish or another language is a plus. Work Location Requirements: — This is a fully remote U.S.-based position. — Employees must perform all work physically within the United States. — International work during scheduled hours is not permitted. Work Environment: — Remote position, may require being on camera. — Requires a home office with reliable internet and a secure, private workspace. Technical Requirements: — Windows 10 or macOS 14 Sonoma computer (no Chromebooks, Linux, or smartphones). — Processor: Intel Core i5 or AMD equivalent for Windows; Apple Silicon for Macs. — 16 GB RAM. — Wired headphones (no built-in microphones). — Internet speed minimum 100 Mbps download and 50 Mbps upload with ethernet connection. — Use Google Chrome with Amazon Workspaces. — Webcam required (built-in or external). — Recommended dual monitors or second monitor for laptop users. Benefits: — Opportunity to shape contractor operations and influence performance outcomes. — Support innovative care models across a nationwide clinical workforce. — Equal opportunity employer committed to diversity and inclusion.