Patient Resource Specialist

Contract Patient Resource Specialist

Position: Contract Patient Resource Specialist

Employment Type: Contract, 6 months with possibility of extension

Employer: Kelly Services

Location: Remote from the San Francisco Bay Area

Pay Range: $27 to $33 per hour

Work Location & Training Requirements: This is a remote position and regular on-site work is not required. The role must be performed from an approved U.S.-based work location. Initial training and/or onboarding may require travel of up to one week, with advance notice.

Remote Work & Compliance Requirements: Must maintain a dedicated, distraction-free workspace with a closing door, separate from common living areas. Must have a reliable high-speed internet connection to access required systems and applications. Ensure all phone conversations involving Protected Health Information (PHI) cannot be overheard by third parties and computer screens are not visible to unauthorized individuals. Work must be conducted exclusively via the corporate VPN. Local data downloads, unapproved caching, or local tokenization of sensitive records is strictly prohibited. Compliance with HIPAA, Sensitive Personal Information (SPI) consent governance, and all regional data privacy laws is mandatory at all times.

Position Overview

The Patient Resource Specialist acts as the centralized, primary point of contact for anyone seeking information or assistance regarding products and services, resolving individual concerns and facilitating connections to additional support. This role is an individual contributor and reports to a Senior Supervisor.

Key Accountabilities

Provide direct contact for public inquiries via multiple communication channels including phone, email, web chat, and internal company transfers. Analyze the most effective next steps in resolving inquiries using independent judgment, critical thinking, and extensive knowledge of service offerings, while tracking and documenting all interactions using multiple systems and databases. Educate patients and their supporters on reimbursement options and ancillary assistance, making referrals to internal and external resources when appropriate. Provide educational resources to patients and providers, support patient marketing programs, facilitate referrals to local professionals, and manage shipments via online fulfillment platforms. Establish relationships with internal stakeholders and field partners, manage Patient Speaker Programs, and support customer engagement. Provide technical support for patient solutions portals and handle international access requests, collaborating with global partners.

Qualifications

Bachelor's degree is required. Reimbursement experience preferred, with knowledge of the managed care industry. Strong critical thinking, independent decision-making, and problem-solving skills are essential for finding creative solutions to unexpected situations, often without guiding SOPs or processes. Advanced investigational and analytical abilities, with proven effective communication skills in both written and verbal formats. Outstanding customer service skills, including handling escalated calls from various parts of the organization. Familiarity with network/IT concepts and experience in analyzing technical data to draw conclusions and recommend changes. The expected salary range for this position is $27 to $33 per hour; actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.