Patient Support Specialist -

Responsibilities

• Field and resolve overnight questions and support requests from patients and partners.
• Respond to and triage inbound patient and partner questions via phone, email, and SMS in a timely manner, adhering to organizational benchmarks.
• Escalate questions and concerns to other teams as needed.
• Assist Field Support and Sprinters with real-time scheduling changes.
• Support clerical work required prior to and after appointments to allow Sprinters to focus on delivering high-quality care.
• Handle additional responsibilities and projects, including process enhancements and cross-training across departments.

Requirements

• At least 3+ years of relevant experience in patient or patient service in healthcare.
• Proficiency in using electronic health record (EHR) systems and other healthcare software.
• Experience coordinating with national labs such as Quest or Labcorp, including requisition review, issue investigation, and result tracking.
• Excellent organizational skills and attention to detail for accurate appointment documentation and record-keeping.
• Strong communication and interpersonal skills to liaise between clinical and administrative teams.
• Ability to adapt to changing priorities and work effectively in a fast-paced environment.
• Commitment to maintaining patient confidentiality and delivering high-quality, patient-centered care.

Nice-to-Haves

• Experience working with Zendesk.
• Experience working in an on-demand service or healthcare environment.
• Flexibility, humility, sense of humor, last-minute problem solving, out-of-the-box thinking.
• Highly organized and process-oriented.
• Over-communicates in writing and verbally.
• Ability to prioritize tasks and escalate when necessary.
• Thrives in a fast-paced, high-pressure environment with a calm, empathetic demeanor.