Patient Support Specialist
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Job Description
Patient Support Specialist coordinating patient intake, scheduling, and clinical handoffs for CareTalk Health’s nationwide virtual medical practice. Troubleshooting telehealth access and supporting smooth virtual visits.
Responsibilities:
- Serve as the central coordinator for multiple care teams and connect patients with the appropriate clinician
- Keep visits moving smoothly across concurrent schedules
- Transfer patients using call-handling tools and provide real-time intake information
- Notify RNs when patients are ready, track visit status, and anticipate next steps
- Monitor call activity and support timely RN-to-provider handoffs
- Escalate scheduling conflicts, clinical concerns, and patient issues
- Make outbound calls to confirm appointments, verify identity, and assess visit readiness
- Conduct pre-visit intake covering demographics, consent, and pre-screening questions
- Perform audio and video technology checks
- Answer inbound questions about visits, scheduling, and technical navigation
- Document outreach, intake, call routing, and handoff activities in designated systems
- Provide real-time updates to the clinical team
- Answer patient questions or redirect concerns to appropriate resources
- Route patients according to clinical workflow
- Troubleshoot minor audio and video issues and escalate as needed
- Coordinate with patients and care team members via internal chat or phone
Requirements:
- Experience in a healthcare or customer service setting required
- Strong digital fluency and comfort navigating multiple platforms including Zoom, Teams, and EHR/CRM tools
- Excellent interpersonal and communication skills
- Ability to multitask, prioritize, and remain calm in a fast-paced virtual environment
- Windows or Apple (macOS) computer only; no Chromebooks, Linux machines, or smartphones
- At least Windows 10 or macOS 14 Sonoma
- Intel Core i5 or AMD equivalent processor on Windows, or Apple Silicon on Macs
- 16 GB RAM
- Wired headphones required; no built-in microphones
- Internet speed of at least 100 Mbps download and 50 Mbps upload
- Ethernet cable connecting the computer directly to the router
- Google Chrome with Amazon Workspaces
- Webcam required for video calls
- Reliable internet connectivity and a secure, private workspace
- Experience in telehealth, medical office, or remote care delivery preferred
- Familiarity with HIPAA and patient privacy regulations preferred
- Bilingual English and Spanish, or another language, is a plus
Benefits:
- Fully remote work from a home office
- Monday-Friday 9-6pm EST schedule
- Equal opportunity and inclusive work environment
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