Patient Services Coordinator

Patient Support Specialist (Healthcare Case Management)

Location: Tempe, AZ 85281 (Remote, but need candidate to come onsite for meetings)

Schedule: Multiple shifts available:

• 8:00 AM – 5:00 PM EST
• 9:00 AM – 6:00 PM EST
• 11:00 AM – 8:00 PM EST

Selected candidates will undergo approximately 6–8 weeks of fully paid initial training .

Job Overview

We are seeking a compassionate and customer-focused Patient Support Specialist to assist patients and healthcare professionals throughout the treatment journey. The ideal candidate will serve as a primary point of contact, helping patients navigate treatment onboarding, insurance verification, financial assistance programs, and ongoing support services.

This role requires excellent communication, problem-solving, organizational, and multitasking skills, along with the ability to handle sensitive patient interactions with empathy and professionalism.

Key Responsibilities

• Serve as a dedicated point of contact for patients and healthcare professionals throughout the treatment journey.
• Assist patients with treatment onboarding, insurance verification, and financial assistance inquiries.
• Handle inbound and outbound communications through phone, email, chat, fax, SMS, and other communication channels.
• Manage assigned patient cases, ensuring timely follow-ups, appropriate escalations, and accurate documentation.
• Navigate complex insurance and financial assistance-related inquiries and help identify appropriate next steps.
• Coordinate with internal teams, healthcare professionals, and external partners to ensure continuity of patient support.
• Maintain accurate records of patient interactions, case updates, and service requests in CRM or case management systems.
• Follow established procedures, service guidelines, quality standards, and service-level agreements.
• Handle sensitive patient conversations with empathy, patience, and professionalism.
• Identify opportunities to improve customer service processes and operational efficiency.
• Follow applicable privacy, compliance, and adverse event reporting procedures.

Required Qualifications

• High School Diploma or equivalent required; Associate or Bachelor's degree preferred.
• Minimum 3 years of relevant experience in healthcare, pharmaceutical patient services, patient support, or healthcare contact center operations.
• Experience handling patient/member inquiries and providing healthcare-related customer support.
• Knowledge of insurance verification, benefits investigation, claims, authorizations, or financial assistance.
• Strong verbal and written communication skills.
• Excellent customer service, problem-solving, and multitasking abilities.
• Ability to manage multiple cases and priorities while maintaining accuracy and quality.
• Computer proficiency, including email, Microsoft Office, CRM, and case management systems.
• Ability to handle sensitive patient interactions with compassion and professionalism.

Preferred Qualifications

• Experience with Salesforce or other CRM platforms.
• Experience with pharmaceutical patient support programs or specialty pharmacy.
• Knowledge of copay assistance and patient assistance programs.
• Experience in patient enrollment, insurance navigation, and benefits verification.
• Spanish bilingual communication skills are a plus.