Senior Patient Activation Specialist

Guideway Care • Birmingham, AL

1d • Remote

About The Position

About Guideway Care Guideway Care is The Patient Activation Company™ . We don't just "engage" patients; we activate them. By utilizing our proprietary Motivational Patient Guidance (MPG) model and AI-powered technology, we resolve the practical and psychological barriers that prevent patients from taking their "next right action."™ Job Summary: We are seeking motivated individuals who are eager to join the healthcare industry. Our Senior Medical Contact Center Agent (aka Senior Patient Activation Specialist) typically needs a combination of experience, technical proficiency, and emotional intelligence to manage complex patient interactions and support a call center team. Essential Functions: Handle complex patient interactions including escalations or high-priority cases. Support new staff through feedback, mentoring, and quality assurance activities. Oversee appointment scheduling, insurance verification, and patient follow-ups. Collaborate with clinical and administrative teams to ensure seamless patient care coordination. Contribute to improving workflows and performance metrics within the call center. Manage multiple clients in a fast-paced enviroment Any other duties necessary to drive our values, fulfill our mission, and abide by our company values This role requires regular, reliable attendance during scheduled hours, as consistent presence is essential to performing the core duties of the position.

Requirements

• Advanced communication and customer service skills, with the ability to handle sensitive patient information compassionately.
• Knowledge of medical terminology, healthcare procedures, and HIPAA compliance.
• Strong multitasking and problem-solving abilities.
• Managing multiple screens, systems, and calls efficiently.
• Proficiency with call center and EHR systems (e.g., CxOne, Epic, Athena, ECW ).
• Team leadership or support experience.
• Assisting with escalations, coaching team members, or monitoring call quality.
• Analytical and organizational skills.
• Maintaining patient records, tracking service metrics, and ensuring compliance.
• Proficiency with technology.
• Keyboarding, dual monitors, and audiovisual devices.
• Empathy and patience under pressure.
• Strong ethical judgment and confidentiality.
• Adaptability to evolving healthcare technologies and telemedicine standards.
• Positive team attitude and leadership presence.
• Associate’s or Bachelor’s degree in healthcare administration, communications, or a related field (or equivalent experience).
• 3–5 years of experience in a medical or healthcare call center, preferably with increasing responsibilities.
• Prior experience in patient scheduling, insurance coordination, and working with electronic health records (EHR) systems.
• 1 or more years of remote work experience.
• Able to work remotely at home in a private HIPAA compliant workspace
• Able to house company equipment needed to perform job
• Broadband Internet Access
• Internet download speed must be at least 24 mbps and upload speed at least 4 mbps
• Ability to hear in normal range and wear a headset / earpiece
• Good visual acuity to read computer screens, scripts, forms etc.

Nice To Haves

• Experience mentoring or training junior agents is often preferred.

Responsibilities

• Handle complex patient interactions including escalations or high-priority cases.
• Support new staff through feedback, mentoring, and quality assurance activities.
• Oversee appointment scheduling, insurance verification, and patient follow-ups.
• Collaborate with clinical and administrative teams to ensure seamless patient care coordination.
• Contribute to improving workflows and performance metrics within the call center.
• Manage multiple clients in a fast-paced enviroment
• Any other duties necessary to drive our values, fulfill our mission, and abide by our company values

Benefits

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Flexible Spending Account (FSA)
• Company paid short- and long-term disability
• Employee Assistance Program
• Life Insurance
• Accident insurance, and other voluntary benefit programs for employees and their eligible dependents.
• 401(k) retirement plan with a company match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1-10 employees