Patient Support Specialist

The Role

The Patient Support Specialist is a high-impact, phone-first role at the heart of patient access and acquisition. You are an ambassador for patients and care teams and the first voice many prospective patients hear and a key partner in helping them move from interest or referral to a scheduled first visit. You'll turn high-intent inbound calls, referral callbacks, and web leads into appointments while delivering a warm, hospitality-driven experience. A smaller share of your day is spent helping established patients by resolving simple requests or routing them to the right team.

What You'll Do

Convert High-Intent Inbound Calls

• Answer new patient inbound calls, including referral callbacks and consumer leads with warmth, urgency, and a bias toward booking the first visit.
• Match each patient to the right provider using screening questions, insurance, provider preferences, and scheduling tools to secure the best-fit appointment.
• Guide ambivalent or hesitant callers toward a confident "yes" using empathy, reflective listening, communication frameworks and sound judgment while removing barriers without pressure.
• Set clear expectations for the first visit so patients arrive informed, comfortable, and ready to attend.
• Collaborate with internal teams when needed to resolve open questions and create a seamless handoff for patients and providers.

Support Established Patients

• Handle a smaller volume of established-patient contacts, resolving simple requests or routing to the right team quickly and accurately.
• Capture complete, accurate patient context and insurance information; follow up to close any gaps.

Grow Through Coaching & Quality

• Work toward individual and team goals for conversion, answer rate/service level, quality, and after-call work, using feedback and performance insights to keep improving.
• Welcome regular call auditing and coaching as fuel for growth; apply feedback quickly and consistently.
• Document every interaction accurately in our systems with the right context and a clear next step for each patient.

Own Patient Experience

• Create a calm, personalized experience that helps patients feel confident taking the next step in care.
• Protect patient privacy by maintaining strict confidentiality and following HIPAA and all privacy requirements.
• Flex with changing workflows, volumes, and schedules while supporting the broader team as needs shift.

Who You Are

• A hospitality-minded people person - you make others feel genuinely cared for and you love creating great experiences.
• Motivated by goals and comfortable using feedback and performance insights to improve.
• A persuasive, empathetic communicator who can navigate emotional or complex conversations with calm and confidence.
• You stay organized and calm while handling multiple systems, changing priorities, and a high volume of calls.
• Coachable and self-aware - you welcome feedback, know your strengths, and actively develop your areas of opportunity.
• Passionate about mental healthcare and Geode's mission to expand access to exceptional care.

What You Bring

• 1-3+ years in a customer-facing, phone-based, or hospitality role; healthcare, call center, or sales/conversion experience is a strong plus.
• Comfort working in a goal-oriented, quality-focused environment.
• Familiarity with insurance plans and benefits, or the ability to learn them quickly (preferred).
• Strong computer skills and the ability to navigate multiple systems while maintaining a warm, focused conversation with the patient.
• A quiet, professional remote workspace and reliable connectivity.
• Associate's or bachelor's degree preferred.