Bilingual Patient Support Specialist (Spanish/English) - REMOTE

About the role

We are seeking Bilingual Patient Support Specialists (PSS) Spanish/English who are the first point of contact for patients in our virtual clinic and play a critical role in ensuring smooth, timely, and high-quality care delivery.

Responsibilities

• Serve as the central coordinator for multiple care teams at once, ensuring patients are connected with the right clinician at the right time.
• Drive patient engagement by keeping the flow of visits moving smoothly across several concurrent schedules.
• Transfer patients to the appropriate care team members using call handling tools and provide real-time intake information.
• Notify the RN when a patient is ready, track the status of each visit, and anticipate next steps to prevent delays.
• Monitor call activity across teams and proactively support timely handoffs from RN to provider.
• Escalate scheduling conflicts, clinical concerns, or patient-related issues promptly to protect care quality and efficiency.
• Initiate outbound calls to scheduled patients to confirm appointments, verify identity, and ensure readiness for the visit.
• Conduct pre-visit intake, including review of demographics, consent, and any required pre-screening questions.
• Perform technology checks when appropriate (e.g., audio, video readiness) to prevent delays during the visit.
• Set a professional, welcoming tone that builds trust and positions the patient for a positive care experience.
• Take inbound calls to assist patients with questions about their visit, scheduling, or technical navigation.
• Maintain accurate documentation of patient outreach, intake, call routing, and handoff activities in the designated system(s).
• Provide real-time updates to the clinical team on patient status and any scheduling adjustments.
• Support patient satisfaction by answering questions or redirecting concerns to the appropriate resource.
• Use tools to route patients per clinical workflow.
• Trsut minor technical issues (e.g., patient audio or video) and escalate as needed.
• Communicate with patients and care team members via internal chat or phone to coordinate activities.

Requirements

• Bilingual in English and Spanish required; must be able to conduct patient conversations, provide support, and communicate healthcare information accurately in both languages.
• Experience in a healthcare or customer service setting required.
• Strong digital fluency and comfort with navigating multiple platforms (Zoom, Teams, EHR/CRM tools).
• Excellent interpersonal and communication skills.
• Able to multitask, prioritize, and maintain calm in a fast-paced virtual environment.

Preferred Experience

• In a telehealth, medical office or remote care delivery setting.
• Familiarity with HIPAA and patient privacy regulations.
• Bilingual in English and Spanish (or other language).