Senior Patient Activation Specialist

Guideway Care • Birmingham, AL

1d • Remote

About The Position

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."™

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.

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.
• 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
• 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

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
• 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