患者支持专员
Patient Support Specialist
Geode Health 是一家快速发展的全国性门诊心理健康服务提供商。我们的使命是“通过让心理健康更可及、更负担得起和更有效，改变心理健康”。
职位类型：全职 | 远程 | 按小时计薪，非豁免员工
薪资：20 美元/小时
时间安排：全职班次，中心运营时间周一至周日（中央/东部时区覆盖）；部分晚上和周末
我们是谁
Geode Health 是一家快速发展的全国性门诊心理健康服务提供商。我们的使命是通过为患者提供可及、负担得起且有效的心理健康护理，帮助他们过上更健康、更有价值的生活。我们的患者支持中心是通往这种护理的门户，通常是患者与 Geode 的首次人际接触，也是消除寻求帮助的人与能够提供支持的医护人员之间障碍的第一步。
职位角色
患者支持专员是在患者获取和获得方面具有高影响力的电话主导角色。你是患者和护理团队的代言人，是许多潜在患者听到的第一个声音，并且是帮助他们从兴趣或转介转变为预约首次就诊的关键合作伙伴。你将把高意向的来电、转介回拨和网站线索转化为预约，同时提供温暖、以服务为导向的体验。你每天较小的一部分时间用于帮助已有患者，解决简单请求或将他们转接至正确的团队。
这是一个快节奏、注重质量的环境，适合那些对结果和体验都深感关切的人。你将运用强大的虚拟人际连接能力、良好的判断力和以客户为中心的问题解决方法，消除护理障碍，将每位患者与合适的医护人员联系起来，并帮助建立与护理团队之间的信任关系。如果你具备同理心、紧迫感和成长型思维，并相信每一次通话都是帮助他人迈出下一步的机会，那么这个职位适合你。
你将做的事情
转化高意向来电
- 以温暖、紧迫感和优先预约首次就诊的倾向，接听新患者来电，包括转介回拨和消费者线索。
- 使用筛选问题、保险信息、医生偏好和排程工具，将每位患者匹配到合适的医生，以确保最佳匹配的预约。
- 通过同理心、反思倾听、沟通框架和良好判断力，引导犹豫或不确定的来电者做出自信的“是”决定，同时
查看英文原文
Geode Health is a rapidly growing, national provider of outpatient mental health services. Our Mission is to “Transform mental health by making it more accessible, affordable and effective”.
Position Type: Full-Time |Remote |Hourly, Non-Exempt
Compensation: $20 / hour
Schedule: Full-time shifts within center hours of operation, Monday–Sunday (Central/Eastern coverage); some evenings and weekends
Who We Are
Geode Health is a rapidly growing, national provider of outpatient mental health services. Our mission is to empower our patients to live healthier, more rewarding lives through accessible, affordable, and effective mental healthcare tailored to their needs. Our Patient Support Center is the front door to that care, often a patient’s first human connection with Geode and the first step in removing barriers between someone seeking help and the provider who can support them.
The Role
The Patient Support Specialist is a high-impact, phone-first role at the heart of patient access and acquisition. You are an ambassador for patients and care teams and the first voice many prospective patients hear and a key partner in helping them move from interest or referral to a scheduled first visit. You’ll turn high-intent inbound calls, referral callbacks, and web leads into appointments while delivering a warm, hospitality-driven experience. A smaller share of your day is spent helping established patients by resolving simple requests or routing them to the right team.
This is a fast-paced, quality-focused environment for people who care deeply about both outcomes and experience. You’ll use strong virtual human connection, sound judgment, and customer-centric problem solving to remove barriers to care, connect each patient to the right provider, and help activate a trusted relationship with their care team. If you bring empathy, urgency, and a growth mindset, and believe every call is an opportunity to help someone take the next step, this role is for you.
What You’ll Do
Convert High-Intent Inbound Calls
- Answer new patient inbound calls, including referral callbacks and consumerleads with warmth, urgency, and a bias toward booking the first visit.
- Match each patient to the right provider using screening questions, insurance, provider preferences, and scheduling tools to secure the best-fit appointment.
- Guide ambivalent or hesitant callers toward a confident “yes” using empathy, reflective listening, communication frameworksand sound judgment while removing barriers without pressure.
- Set clear expectations for the first visit so patients arrive informed, comfortable, and ready to attend.
- Collaborate with internal teams when needed to resolve open questions and create a seamless handoff for patients and providers.
Support Established Patients
- Handle a smaller volume of established-patient contacts, resolving simple requests or routing to the right team quickly and accurately.
- Capture complete, accurate patient context and insurance information; follow up to close any gaps.
Grow Through Coaching & Quality
- Work toward individual and team goals for conversion, answer rate/service level, quality, and after-call work, using feedback and performance insights to keep improving.
- Welcome regular call auditing and coaching as fuel for growth; apply feedback quickly and consistently.
- Document every interaction accurately in our systems with the right context and a clear next step for each patient.
Own Patient Experience
- Create a calm, personalized experience that helps patients feel confident taking the next step in care.
- Protect patient privacy by maintaining strict confidentiality and following HIPAA and all privacy requirements.
- Flex with changing workflows, volumes, and schedules while supporting the broader team as needs shift.
Who You Are
- A hospitality-minded people person - you make others feel genuinely cared for and you love creating great experiences.
- Motivated by goals and comfortable using feedback and performance insights to improve.
- A persuasive, empathetic communicator who can navigate emotional or complex conversations with calm and confidence.
- You stay organized and calm while handling multiple systems, changing priorities, and a high volume of calls.
- Coachable and self-aware - you welcome feedback, know your strengths, and actively develop your areas of opportunity.
- Passionate about mental healthcare and Geode’s mission to expand access to exceptional care.
What You Bring
- 1–3+ years in a customer-facing, phone-based, or hospitality role; healthcare, call center, or sales/conversion experience is a strong plus.
- Comfort working in a goal-oriented, quality-focused environment.
- Familiarity with insurance plans and benefits, or the ability to learn them quickly (preferred).
- Strong computer skills and the ability to navigate multiple systems while maintaining a warm, focused conversation with the patient.
- A quiet, professional remote workspace and reliable connectivity.
- Associate’s or bachelor’s degree preferred.
At Geode Health, we offer:
- Competitive compensation
- Flexible schedule
- In-person and virtual patient visits
- Comprehensive admin support (front office, accounting, finance, payroll, HR, etc)
- Professional development opportunities
- Clinical community, support, and leadership
- Medical, dental and vision benefits
- Life insurance
- Short and long-term disability
- Paid vacation and holidays
- Matching 401k plan
- State of the art technology
Why work for Geode Health?
At Geode Health, we take our commitment to patients and providers seriously. We focus every day on how to help patients across the United States get the best possible mental health care available. To achieve this, we focus on ensuring our providers have unmatched support and resources so that they can focus on providing great care. We are backed by KKR, a leading private equity firm with the experience and mission alignment to truly make an impact. Joining Geode Health will put you on the front-end of a rapidly growing movement to increase access and improve outcomes for mental health patients and providers across the nation.
To learn more, visit us as
Geode Health is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences of our workforce.
Estimated hourly pay range:
$20.00-$20.00Originally posted on Himalayas