Patient Support Specialist

Geode Health

3d•Remote

About The Position

The Patient Support Specialist is a phone-first role supporting patient access and acquisition at Geode Health. As an ambassador for patients and care teams, the specialist handles new-patient inbound calls, referral callbacks, and web leads, helping prospective patients move from interest or referral to a scheduled first visit. The role focuses on a warm, hospitality-driven experience and matching patients to suitable providers and appointments using screening questions, insurance information, provider preferences, and scheduling tools. Specialists also support a smaller volume of established-patient contacts by resolving simple requests or routing them to the appropriate team. This is a fast-paced, quality-focused position that requires virtual human connection, sound judgment, and customer-centered problem solving to remove barriers to care. The specialist works toward individual and team goals, participates in call audits and coaching, documents interactions accurately, protects patient privacy, and adapts to changing workflows, volumes, and schedules. The position is remote and full-time, with 40 hours per week. Shifts are Monday through Thursday between 8:30 a.m. and 8:00 p.m. CST, with a preferred shift of 11:30 a.m. to 8:00 p.m. CST, and Saturday through Sunday between 8:00 a.m. and 5:30 p.m. CST. Compensation is $20 per hour.

Requirements

1–3+ years of experience in a customer-facing, phone-based, or hospitality role.
Comfort working in a goal-oriented, quality-focused environment.
Strong computer skills and the ability to navigate multiple systems while maintaining a warm, focused conversation with a patient.
A quiet, professional remote workspace and reliable connectivity.
Empathetic, persuasive communication skills and the ability to navigate emotional or complex conversations calmly and confidently.
Ability to stay organized and calm while managing multiple systems, changing priorities, and a high volume of calls.
Willingness to receive feedback, participate in coaching, and actively develop areas of opportunity.
Passion for mental healthcare and Geode Health’s mission to expand access to care.

Nice To Haves

Healthcare, call center, or sales/conversion experience is a strong plus.
Familiarity with insurance plans and benefits, or the ability to learn them quickly.
An associate’s or bachelor’s degree is preferred.

Responsibilities

Answer new-patient inbound calls, referral callbacks, and consumer leads with warmth and urgency, focusing on booking a first visit.
Match patients to appropriate providers using screening questions, insurance, provider preferences, and scheduling tools.
Help hesitant callers make informed decisions using empathy, reflective listening, communication frameworks, and sound judgment, without applying pressure.
Set clear expectations for patients about their first visit.
Collaborate with internal teams to resolve open questions and ensure seamless patient handoffs.
Handle established-patient contacts by resolving simple requests or routing them to the appropriate team.
Capture accurate patient context and insurance information, and follow up to close information gaps.
Work toward individual and team goals for conversion, answer rate or service level, quality, and after-call work.
Participate in call audits and coaching and apply feedback to improve performance.
Document each interaction accurately in company systems, including relevant context and a clear next step.
Create a calm, personalized experience that helps patients feel confident about taking the next step in care.
Maintain strict confidentiality and follow HIPAA and other privacy requirements.
Adapt to changing workflows, call volumes, and schedules while supporting the broader team.