Patient Care Specialist I

Patient Care Specialist Level I

We are seeking a compassionate and detail-oriented Patient Care Specialist Level I to join our team in a hybrid role in Vancouver, WA. In this hybrid role, you will work directly with customers over the phone regarding RS Medical products and services, answering inbound calls and making outbound calls in response to customer inquiries. You will play a key role in promoting compliance, delivering patient education, and supporting overall customer service operations. Responsibilities include providing patient instruction over the phone or virtually, documenting and assessing product complaints, and collaborating closely with patients and internal teams to ensure accurate information is shared while maintaining high standards of service and a positive, professional customer experience.

General Responsibilities:

• Promote compliance with healthcare regulations, HIPPA, and internal policies.
• Provide patient instruction virtually and over the phone.
• Intake and assess product complaints with thorough documentation.
• Collaborate with sales personnel regarding patient accounts and communications.
• Deliver prompt, empathetic, and professional service to all customers.
• Collect payment information and update customer contact details (address, email, phone).
• Monitor call volumes using internal systems to ensure adequate phone coverage.

How We'll Take Care of You

• Medical, dental and vision insurance
• 401k with company contribution
• Annual paid vacation starting at 3 weeks, sick time and paid holidays
• Life insurance, disability and FSA/HSA options
• Company-paid employee assistance program

Required Experience / Qualifications:

• Must be able to work a hybrid schedule, combining in-office and remote work based on business needs. The current schedule is 2 days in office after initial training.
• 6 months to 1 year of experience in a call center, healthcare setting, or a combination of customer service and telephone-based roles
• Proficiency in MS Word, Excel, Outlook, and office equipment
• Experience using automated information systems to analyze patient accounts
• Ability to communicate clearly and effectively, both verbally and in writing
• Effective listening skills, including the ability to understand others, ask appropriate questions, and respond thoughtfully
• Basic math and proficient reading comprehension skills
• Ability to work collaboratively in a team environment
• Ability to maintain a professional and distraction-free workspace that supports productivity and confidentiality. Flexibility in work arrangements may be provided based on business need
• Self-motivated, dependable, and flexible
• Strong organizational skills and attention to detail
• Proficient problem-solving abilities and desire to learn and grow
• Familiarity with departmental systems and workflows

Nice to Have Experience / Qualifications:

• Experience in clinic, hospital, or medical office settings is preferred
• Familiarity with CRM systems (e.g., Salesforce) is preferred
• VA, Workers' Compensation, or Personal Injury Protection experience is a plus
• Experience working with patients is a plus
• Bilingual abilities are appreciated but not essential for this role

Physical Requirements:

General office environment that will include frequent or continuous periods of talking, sitting, keyboard entry, repetitive motions of the hands/wrists, reaching, grasping and handling. This position also requires occasional bending, squatting, standing, and walking. Pushing, pulling lifting and carrying of up to 25 lbs. is required on an occasional basis. Good general vision and hearing are needed.