This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Patient Support Specialist based in the United States.
This role sits at the center of a virtual-first healthcare environment focused on improving access to compassionate, high-quality care for individuals facing mental health conditions, substance use disorders, and cognitive health challenges. You will serve as the primary point of contact for patients and caregivers, ensuring they receive timely, empathetic, and effective support when navigating appointments, care coordination, and general inquiries. The position requires strong interpersonal skills, the ability to build trust quickly, and a calm, solution-oriented approach in sensitive or high-stress situations. You will play a key role in ensuring patients stay connected to care by helping them schedule, reschedule, and manage appointments while maintaining accurate documentation and compliance standards. Working closely with care teams, you will help ensure smooth transitions from first contact to ongoing support. This is a remote role in a fast-paced, mission-driven setting where empathy, communication, and reliability directly impact patient outcomes. It is an opportunity to contribute meaningfully to improving access to mental healthcare while working in a highly collaborative virtual care model.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Patient Support Specialist based in the United States.
This role sits at the center of a virtual-first healthcare environment focused on improving access to compassionate, high-quality care for individuals facing mental health conditions, substance use disorders, and cognitive health challenges. You will serve as the primary point of contact for patients and caregivers, ensuring they receive timely, empathetic, and effective support when navigating appointments, care coordination, and general inquiries. The position requires strong interpersonal skills, the ability to build trust quickly, and a calm, solution-oriented approach in sensitive or high-stress situations. You will play a key role in ensuring patients stay connected to care by helping them schedule, reschedule, and manage appointments while maintaining accurate documentation and compliance standards. Working closely with care teams, you will help ensure smooth transitions from first contact to ongoing support. This is a remote role in a fast-paced, mission-driven setting where empathy, communication, and reliability directly impact patient outcomes. It is an opportunity to contribute meaningfully to improving access to mental healthcare while working in a highly collaborative virtual care model.
Accountabilities
- Handle inbound patient inquiries with professionalism and empathy, serving as the first point of contact for scheduling, rescheduling, and general support needs.
- Support appointment coordination, including verifying details, managing changes, and assisting with urgent scheduling needs when required.
- Assist patients with medication-related inquiries, including coordination with pharmacies when prescriptions need to be re-sent or clarified.
- Triage and resolve a variety of patient concerns such as billing questions, appointment issues, feedback, and urgent care requests.
- Document all patient interactions accurately in CRM systems while ensuring compliance with HIPAA and internal protocols.
- Collaborate with clinical and care coordination teams to ensure seamless handoffs and continuity of care.
- Maintain high availability during scheduled shifts to ensure consistent inbound call coverage and patient responsiveness.
- 2+ years of experience in customer service or customer-facing roles, preferably in healthcare or behavioral health environments.
- Experience working with healthcare systems, patient support, or social services, ideally including exposure to mental health or senior care populations.
- Strong interpersonal skills with the ability to build trust quickly and communicate clearly with vulnerable individuals.
- Ability to manage high-volume inbound interactions while maintaining accuracy, empathy, and efficiency.
- Strong problem-solving, multitasking, and time management skills in a fast-paced environment.
- Proficiency with basic digital tools such as Google Suite and CRM or scheduling platforms.
- Fluent in English and Spanish (required).
- Strong ability to de-escalate emotionally charged situations and guide conversations toward resolution.
- Solid understanding of HIPAA compliance and confidentiality requirements.
- Remote-first work environment (United States)
- Competitive hourly compensation ($20/hour)
- Opportunity to support meaningful, patient-centered mental healthcare services
- Collaborative and mission-driven team culture
- Training and structured onboarding to support success in the role
- Potential for performance-based pay growth and retention bonuses
- Exposure to modern virtual care and healthcare coordination systems
- Stable full-time schedule (Monday–Friday, 40 hours/week)
- Inclusive and accessible workplace committed to equity and support
In this role, you will be responsible for delivering compassionate, efficient, and structured support to patients and caregivers, ensuring a consistent and high-quality care experience across all interactions.
Requirements
This role requires a patient-focused professional with healthcare or customer service experience, strong communication skills, and the ability to manage sensitive conversations with empathy and efficiency.