Patient Support Services

Position overview

The Patient Support Specialist handles inbound and outbound calls supporting Commercial patients across AMC Health programs. The role includes patient registration and enrollments, remote device setup, technical support, troubleshooting, and coordination of equipment pickups. The specialist works with patients, caregivers, Care Coordinators, and internal teams to resolve needs and provide positive patient experience. The ideal candidate brings empathy, clear communication, and dependable follow-through to every interaction.

Key responsibilities

Respond to inbound calls and service requests from Commercial patients, caregivers, Care Coordinators, and internal teams, and conduct outbound outreach as assigned.

Explain program services, participation requirements, and next steps, answer questions and address concerns with empathy.

Contact referred patients, determine eligibility under applicable program requirements, and support registration and enrollment, including remote device setup and activation, where applicable.

Guide patients by phone through setup of assigned devices, including blood pressure monitors, scales, pulse oximeters, inhalers, tablets, modems, and Bluetooth enabled equipment, as applicable.

Troubleshoot monitoring devices, connectivity, mobile apps, software, and service issues; resolve routine concerns and escalate complex or unresolved issues.

Coordinate device preparation, replacement, and equipment pickups with internal teams as applicable.

Documentation of outcomes in assigned systems, including CareConsole and Jira.

Follow department procedures, work instructions, privacy standards, and company policies; help develop knowledge articles and training materials.

Meet assigned quality, productivity, service, ticket completion, and patient experience measures, along with registration and enrollment measures where applicable.

Participate in coaching, training, meetings, and projects. Responsibilities are not limited to those listed above and may vary with program needs.

Required qualifications

High school diploma or equivalent.

At least one year of experience in a contact center providing customer service, patient support, or technical support.

Ability to handle a high volume of inbound and outbound contacts while maintaining accuracy, empathy, and professionalism.

Ability to guide patients through remote device setup and troubleshooting by phone using clear, easy to understand instructions.

Strong computer skills, including the ability to learn new software quickly and work across multiple systems.

Strong verbal and written communication, organization, attention to detail, and follow through.

Ability to work independently in a remote environment.

Preferred qualifications

Experience with remote patient monitoring, telehealth, healthcare services, or patient enrollment.

Experience supporting mobile apps, tablets, Bluetooth equipment, or healthcare devices.

Experience with Jira, CRM or ticketing systems, or quality systems.

Bilingual English and Spanish.

Schedule and work location

Full time, remote. Operating hours may include Monday through Friday coverage from 7:00 a.m. to 9:00 p.m. ET and weekend coverage from 2:00 p.m. to 6:00 p.m. ET. The role may require overtime and weekend rotation based on business needs.

Physical requirements

The employee regularly communicates by phone and computer, sits for extended periods, and uses hands and fingers to operate equipment. The employee may occasionally lift or move up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Equal opportunity

AMC Health is an equal opportunity employer and considers applicants and employees without regard to protected characteristics under applicable law.