Patient Support Specialist (Remote)

Job Title: Patient Support Specialist - Remote Location: Remote - United States Employment Type: FT W2 Compensation: $20 per hour CareTalk Health CareTalk Health is a fully remote, nationwide virtual medical practice. We partner with Medicare Advantage plans to deliver Annual Wellness Visits and close care gaps, reaching members wherever they are. We believe virtual care isn't a compromise — it's care delivered the way patients actually want it. Our job is to make that experience simple, reliable, and human. About the Role We are seeking Patient Support Specialists (PSS) who are the first point of contact for patients in our virtual clinic and play a critical role in ensuring smooth, timely, and high-quality care delivery. The PSS is the starting point of the virtual care experience. They contact scheduled patients, confirm readiness for the visit, and seamlessly coordinate the handoff to the care team. By ensuring smooth patient flow, the PSS plays a critical role in maintaining patient satisfaction, keeping the clinical schedule on track, and delivering an exceptional virtual care experience. We are hiring for multiple full-time positions. All opportunities are fully remote. The hours are Monday-Friday 9-6pm EST, compensated at a rate of $20 per hour. What You’ll Do Key Responsibilities Care Team Coordination 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. Patient Intake and Check-In 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. Communication and Documentation 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. Technical Navigation & Support 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. Required 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 Preferred 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 Work Location Requirement This is a remote U.S.-based position. Employees must perform all work physically within the United States. International work is not permitted during scheduled work hours. Work Environment This is a remote position and may be “on camera” at any time. The Patient Support Specialist will work from a home office, requiring reliable internet connectivity and a secure, private workspace. Technical Requirements: Computer: Windows or Apple (macOS) Computer ONLY (NO Chromebooks, Linux Machines, or Smartphones) Must have at least Windows 10 or macOS 14 Sonoma. Hardware: 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. Recommended Equipment: A second monitor is highly suggested for laptop users; dual monitors for PC users. Why CareTalk Health CareTalk Health is a fast-growing telehealth organization that delivers high-quality virtual care at scale. This role offers the opportunity to shape contractor operations, influence performance outcomes, and support innovative care models across a nationwide clinical workforce. CareTalk Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.