Healthcare Support Specialist, Remote

Support Agent

Salvo Health takes a new approach to help millions of Americans facing chronic health conditions, centered on chronic gut health and metabolic conditions from IBS to obesity. Our patients are assigned a "whole patient" care team and have seven day a week access to app-based care, using Remote Patient Monitoring ("RPM") to bill under the patient's insurance. This is a major step forward to go beyond episodic appointments to continuous care at home, and deliver interdisciplinary wraparound care in partnership with the patient's existing local doctor.

Salvo is backed by leading health care investors from innovators like Livongo, Ro, Ginger, Brightline, Tia, and others. Salvo care draws on expertise from Board-certified specialty physicians, registered dietitians, nurses, psychologists, and therapists who have developed our evidence-based protocols, for a personalized, multi-month journey to better health.

Salvo Health is the first to bring a scalable and tech-enabled, more integrative approach to these chronic conditions, going beyond treating only the symptoms in order to identify and address the root causes of chronic illness.

Salvo Health is seeking a dedicated Support Agent to provide exceptional assistance to patients throughout their Salvo care journey. Support Agents play a critical role in ensuring patients feel informed, supported, and confident as they navigate onboarding, billing, remote monitoring, and ongoing communication with our care team. You will help patients understand their benefits, resolve issues with clarity and empathy, and maintain the high standard of service that defines the Salvo experience.

As a Support Agent, you will be the steady, reliable point of contact for patients and internal teams, ensuring questions are answered promptly, concerns are addressed thoroughly, and every interaction reflects Salvo's commitment to accessible, compassionate care. This is a fully remote position and requires strong adherence to HIPAA guidelines, privacy rules, and consistent documentation practices.

Salvo believes that the most inclusive and equitable culture makes for a stronger organization, so we welcome diverse candidates for this essential role.

Responsibilities:

• Respond to patient inquiries through chat, email, and internal messaging with clarity, warmth, and professionalism.
• Break down complex topics (billing, CPT codes, coverage, device returns, etc.) into simple, patient-friendly explanations.
• Maintain a consistent tone that reflects Salvo's values: supportive, empowering, and solution-oriented.
• Follow up proactively until each issue is fully resolved no loose ends.
• Document all interactions clearly and accurately so the next agent or clinician can pick up without confusion.
• Follow established workflows for benefit checks, escalations, and provider-office boundaries.
• Ensure all information given to patients is consistent with Salvo policies and updated processes.
• Troubleshoot patient issues related to the app, onboarding, or device setup before escalating.
• Identify recurring issues and flag them to leadership with context and examples.
• Adapt quickly to new tools, workflows, and process updates.
• Monitor Slack for team tags and respond promptly when not on calls.
• Partner with Engagement to ensure smooth handoffs and aligned messaging.
• Support teammates by sharing knowledge, answering questions, and maintaining a positive, accountable culture.
• Show up on time, prepared, and camera-ready for meetings and trainings.
• Take ownership of your queue, your follow-ups, and your accuracy.
• Ask questions when unsure and seek clarity rather than guessing.

Experience Requirements:

• 3+ years of experience in healthcare billing, health insurance support, or a related patient-facing support role
• Strong technical proficiency with the ability to navigate multiple systems, tools, and platforms simultaneously
• Experience conducting patient or customer conversations while documenting and troubleshooting in real time
• Deep familiarity with insurance terminology, benefits, claims, CPT codes, and coverage workflows
• Ability to sit at a workstation for extended periods using a computer and headset to support patients
• Excellent interpersonal, verbal, and written communication skills with the ability to simplify complex information
• Proven experience handling confidential and sensitive patient data in compliance with HIPAA
• Ability to thrive in a fast-paced, high-growth environment with evolving processes and expectations
• Strong attention to detail and accuracy in documentation, follow-ups, and patient communication
• Goal-oriented with a focus on delivering high-quality support and meeting performance expectations
• Remote work experience preferred
• Bilingual a plus (English/Spanish)
• Must have a hard-wired, high-speed internet connection