Patient Support Specialist

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full-Time

Schedule: Monday-Friday, 9:00 AM-6:00 PM EST

Experience: Healthcare or customer service experience required; minimum years not specified.

Core Areas: Patient Support, Patient Intake, Telehealth Coordination, Appointment Confirmation, Care Team Coordination, Call Routing, EHR/CRM Documentation, Technical Troubleshooting

Compensation: $20 per hour

About the Role

This opportunity is for a Patient Support Specialist (Remote) responsible for supporting patients throughout the virtual healthcare visit process. The position serves as the first point of contact for scheduled patients, handling appointment confirmations, patient identity verification, pre-visit intake, and visit readiness. The specialist coordinates patient connections with clinical teams, manages call routing, and helps maintain efficient patient flow across multiple concurrent schedules.

The role combines patient-facing customer support with telehealth operations, real-time care team coordination, and accurate documentation. Responsibilities include working with registered nurses (RNs) and providers, resolving basic audio and video issues, assisting with scheduling questions, and maintaining communication through phone, internal chat, and designated EHR/CRM systems. Success requires strong digital proficiency, effective multitasking, and a professional approach to patient interactions in a fast-paced virtual care environment.

What You'll Do

• Coordinate patient connections across multiple care teams, ensuring each patient reaches the appropriate clinician at the scheduled time.
• Manage patient engagement and visit progression across several concurrent clinical schedules to support efficient virtual care delivery.
• Use call handling and routing tools to transfer patients to appropriate care team members while providing real-time intake information.
• Notify registered nurses when patients are ready for their visits and monitor visit status to anticipate upcoming coordination needs.
• Track call activity across clinical teams and facilitate timely patient handoffs from RNs to providers.
• Identify and promptly escalate scheduling conflicts, clinical concerns, and patient-related issues to the appropriate team members.

• Make outbound calls to scheduled patients to confirm appointments, verify identity, and assess readiness for virtual consultations.
• Complete pre-visit intake procedures, including demographic verification, consent review, and required pre-screening questions.
• Conduct audio and video readiness checks when appropriate to minimize technical interruptions and appointment delays.
• Provide welcoming, professional patient interactions that establish trust and support a positive virtual care experience.
• Answer inbound patient calls and assist with appointment questions, scheduling concerns, and technical navigation.

• Accurately document patient outreach, intake activities, call routing, and clinical handoffs in designated systems.
• Provide real-time patient status updates and communicate scheduling adjustments to clinical team members.
• Respond to patient questions and direct concerns to the appropriate clinical or support resources.

• Navigate patient routing tools and follow established clinical workflows to connect patients with the appropriate care team.
• Troubleshoot basic patient technology issues, including audio and video connectivity, and escalate problems requiring additional assistance.
• Communicate with patients and care team members through internal chat and telephone systems to coordinate visit activities.

Qualifications

Required Experience

• Previous experience in a healthcare or customer service setting.

Required Skills

• Strong digital proficiency and the ability to navigate multiple software platforms, including Zoom, Microsoft Teams, and EHR/CRM tools.
• Excellent interpersonal and verbal communication skills for professional patient interactions and care team coordination.
• Ability to manage multiple simultaneous tasks, prioritize competing demands, and remain composed in a fast-paced virtual work environment.

Preferred Qualifications

• Experience working in telehealth, a medical office, or remote healthcare delivery.
• Familiarity with HIPAA requirements and patient privacy regulations.
• Bilingual proficiency in English and Spanish or another language.

Remote Work Environment & Technical Requirements

The position requires a home office with reliable internet access and a secure, private workspace suitable for patient communications. Employees may be required to appear on camera at any time during work.

Computer and Operating System

• Windows or Apple macOS computer required; Chromebooks, Linux computers, and smartphones are not permitted as primary work devices.
• Minimum operating system: Windows 10 or macOS 14 Sonoma.
• Processor: Intel Core i5 or AMD equivalent for Windows computers; Apple Silicon for Mac computers.
• Minimum 16 GB RAM.

Audio, Video, and Internet

• Wired headphones are required for audio quality; built-in microphones are not permitted.
• Internet connection must support at least 100 Mbps download speed and 50 Mbps upload speed.
• An Ethernet cable must connect the computer directly to the router.
• A webcam is required for video calls. An integrated laptop webcam is acceptable; an external webcam is required if one is not built in.

Browser, Software, and Recommended Equipment

• Google Chrome must be used with Amazon WorkSpaces, regardless of computer type.
• A second monitor is strongly recommended for laptop users, and dual monitors are recommended for desktop PC users.