Patient Support Specialist (Remote)

CareTalk Health

1d•Remote

About The Position

CareTalk Health is a fully remote, nationwide virtual medical practice that partners with Medicare Advantage plans to provide Annual Wellness Visits and close care gaps. The Patient Support Specialist (PSS) is the first point of contact for patients in the virtual clinic and helps ensure smooth, timely, high-quality care. The role contacts scheduled patients, confirms they are ready for visits, and coordinates handoffs to the care team to support patient satisfaction and keep clinical schedules on track. This is a full-time, fully remote U.S.-based position, working Monday through Friday from 9 a.m. to 6 p.m. Eastern Time, at $20 per hour. Employees must perform all work physically within the United States; international work during scheduled hours is not permitted. The position may be on camera at any time. Employees work from a home office with reliable internet and a secure, private workspace.

Requirements

Experience in a healthcare or customer service setting.
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.
Must perform all work physically within the United States.
Must have a Windows or Apple macOS computer; Chromebooks, Linux machines, and smartphones are not accepted.
Computer must have at least Windows 10 or macOS 14 Sonoma.
Windows computer must have an Intel Core i5 processor or AMD equivalent; Macs must have Apple Silicon.
At least 16 GB of RAM.
Wired headphones are required; built-in microphones are not accepted.
Internet connection must meet minimum speeds of 100 Mbps download and 50 Mbps upload.
Computer must connect directly to the router using an ethernet cable.
Must use Google Chrome with Amazon Workspaces, regardless of computer type.
A webcam is required for video calls; an external webcam is needed if the computer does not have one.
Must work from a home office with reliable internet connectivity and a secure, private workspace.

Nice To Haves

Experience in telehealth, a medical office, or remote care delivery.
Familiarity with HIPAA and patient privacy regulations.
Bilingual ability in English and Spanish or another language.
A second monitor is highly suggested for laptop users; dual monitors are recommended for PC users.

Responsibilities

Coordinate multiple care teams and connect patients with the appropriate clinician at the right time.
Keep patient visits moving smoothly across concurrent schedules.
Transfer patients to appropriate care team members using call-handling tools and provide real-time intake information.
Notify the RN when a patient is ready, track visit status, and anticipate next steps to prevent delays.
Monitor call activity and support timely handoffs from RN to provider.
Promptly escalate scheduling conflicts, clinical concerns, and patient-related issues.
Call scheduled patients to confirm appointments, verify identity, and ensure readiness for visits.
Conduct pre-visit intake, including reviewing demographics, consent, and required pre-screening questions.
Perform technology checks, such as checking audio and video readiness, when appropriate.
Create a professional and welcoming experience for patients.
Answer inbound questions about visits, scheduling, and technical navigation.
Document patient outreach, intake, call routing, and handoff activities accurately in designated systems.
Provide clinical teams with real-time updates on patient status and scheduling changes.
Answer patient questions or redirect concerns to the appropriate resource.
Route patients according to clinical workflows using designated tools.
Troubleshoot minor technical issues, such as patient audio or video problems, and escalate as needed.
Coordinate activities with patients and care team members by internal chat or phone.