Patient Care Support Specialist - 60235502743

Patient Care Support Specialist (Remote)

Front-line patient, prospect, and physician support for a fast-growing diabetes home-delivery company

Employment type:  Full-time, Monday–Friday, 9:00 AM–5:00 PM EST

Location:  Remote

We are a rapidly growing U.S.-based home-delivery provider specializing in diabetes management. We deliver Continuous Glucose Monitors and Insulin Pumps from leading manufacturers directly to patients’ doors, in-network with major U.S. insurers including Medicare.

We pair those devices with white-glove, high-touch support — helping patients navigate insurance coverage and receive their 90-day supplies on time, every time. For many of the patients we serve, a delayed shipment is not a minor inconvenience; it can mean running out of a sensor or insulin they depend on every day. That reality shapes how we hire and how we operate.

You are the first voice and first response our patients, prospective patients, and referring physicians receive from us. That makes you one of the most important trust-builders in the company: how you handle a call directly shapes whether someone chooses us with their care, and whether they stay.

Working inside RingCentral and our in-house logging and case-management system, you own the front line. Your job is to make sure no call, text, or voicemail slips through the cracks, and that every interaction feels warm, competent, and fast — especially when a patient is anxious because they are down to their last few days of supply.

This role exists because responsiveness is the difference between a patient who trusts us and one who churns to another provider or, worse, goes without the supplies they need.

Inbound Patient & Provider Communication

• →Answer inbound calls from active patients, prospective patients, doctors’ offices, and referral sources
• →Respond to inbound text messages, primarily from active and prospective patients
• →Serve as a calm, reassuring first point of contact — particularly for callers who are anxious about running low on supply

Follow-Up & Case Ownership

• →Monitor missed calls and voicemails the same day and follow up promptly
• →Make occasional outbound calls to guide patients through obtaining access to care in special situations (infrequent, ad hoc)
• →Proactively close loops so that no patient or provider request goes unresolved

Documentation & Systems

• →Log every interaction accurately in our in-house system — call notes, recordings, and patient status updates
• →Keep records clean and current so any teammate can pick up a case without losing context

Escalation & Continuous Improvement

• →Escalate clinical questions and complex cases rather than answering outside your scope
• →Flag recurring issues and friction points back to the team so we can address root causes

• Excellent spoken English that is clear and easily understood by U.S. patients over the phone
• Excellent written English — strong grammar, spelling, and a professional tone, since text is a primary channel
• Warm, patient, and empathetic communication style across both phone and text, especially with anxious callers
• Strong problem-solving instincts — comfortable with ambiguity and thinking on your feet in a fast-moving startup environment
• Self-starter who takes ownership and follows through without being chased
• Reliable, high-speed internet and a quiet, professional call environment
• Comfortable learning new software tools quickly (RingCentral plus our internal platform)
• Full-time availability during 9:00 AM–5:00 PM EST, Monday–Friday

None of the following are required. Each is a plus and will shorten ramp-up time, since there is less context to train from scratch.

• Experience in the U.S. healthcare system — exposure to insurance, doctors’ offices, and patients
• Background in diabetes care, chronic condition management, or DME/pharmacy supply — you understand why running low is urgent and stressful for patients
• Experience working with doctors’ offices — familiarity with how referrals, prior authorizations, and physician staff typically operate
• Familiarity with U.S. health insurance — able to navigate and explain coverage, prior auth, and reimbursement to patients
• Prior experience in a medical or healthcare front office, patient intake, or call center role
• Bilingual (Spanish/English)
• Experience with CRM or EMR-style logging systems

You are highly organized and take genuine ownership of the front line — you would rather close a loop yourself than let something sit. You stay calm and warm under pressure, and you can make an anxious patient feel taken care of within the first thirty seconds of a call.

You are comfortable in a startup where the process is still being built, and you treat gaps as things to flag and fix rather than reasons to stall. You communicate clearly in writing and by phone, you follow through without being chased, and you understand that in this business, a fast, competent response can be the difference in someone’s day-to-day health.