Patient Support Specialist (Remote)

CareTalk Health

2d•Remote

About The Position

CareTalk Health is a fully remote, nationwide virtual medical practice that partners with Medicare Advantage plans to deliver Annual Wellness Visits and close care gaps. They are seeking Patient Support Specialists (PSS) who will be the first point of contact for patients in their virtual clinic. The PSS plays a critical role in ensuring smooth, timely, and high-quality care delivery by contacting scheduled patients, confirming their readiness for the visit, and coordinating the handoff to the care team. This role is crucial for maintaining patient satisfaction, keeping the clinical schedule on track, and delivering an exceptional virtual care experience. Multiple full-time positions are available, all fully remote, with hours Monday-Friday 9 am-6 pm EST.

Requirements

Experience in a healthcare or customer service setting required
Strong digital fluency and comfort with navigating multiple platforms (Zoom, Teams, EHR/CRM tools)
Excellent interpersonal and communication skills
Ability to multitask, prioritize, and maintain calm in a fast-paced virtual environment
Must perform all work physically within the United States.
Computer: Windows or Apple (macOS) Computer ONLY (NO Chromebooks, Linux Machines, or Smartphones)
Must have at least Windows 10 or macOS 14 Sonoma.
Processor: Intel Core i5 or AMD Equivalent (Windows); Apple Silicon (Macs)
RAM: 16 GB
Headphones: Wired headphones required for optimal audio quality. (NO built-in mics)
Internet Speed: Meet minimum internet speed requirements (100 MBPS download speed and 50 MBPS upload speed). Must have an ethernet cable connecting computer directly into router.
Browser and System: Use Google Chrome with Amazon Workspaces (regardless of computer type).
Webcam: A webcam is required for video calls. Most laptops have a built-in webcam, which is acceptable. If your computer does not have a webcam, you will need to use an external webcam.

Nice To Haves

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

Responsibilities

Serve as the central coordinator for multiple care teams at once, ensuring patients are connected with the right clinician at the right time.
Drive patient engagement by keeping the flow of visits moving smoothly across several concurrent schedules.
Transfer patients to the appropriate care team members using call handling tools and provide real-time intake information.
Notify the RN when a patient is ready, track the status of each visit, and anticipate next steps to prevent delays.
Monitor call activity across teams and proactively support timely handoffs from RN to provider.
Escalate scheduling conflicts, clinical concerns, or patient-related issues promptly to protect care quality and efficiency.
Initiate outbound calls to scheduled patients to confirm appointments, verify identity, and ensure readiness for the visit.
Conduct pre-visit intake, including review of demographics, consent, and any required pre-screening questions.
Perform technology checks when appropriate (e.g., audio, video readiness) to prevent delays during the visit.
Set a professional, welcoming tone that builds trust and positions the patient for a positive care experience.
Take inbound calls to assist patients with questions about their visit, scheduling, or technical navigation.
Maintain accurate documentation of patient outreach, intake, call routing, and handoff activities in the designated system(s).
Provide real-time updates to the clinical team on patient status and any scheduling adjustments.
Support patient satisfaction by answering questions or redirecting concerns to the appropriate resource.
Use tools to route patients per clinical workflow.
Troubleshoot minor technical issues (e.g., patient audio or video) and escalate as needed.
Communicate with patients and care team members via internal chat or phone to coordinate activities.