United States onlyCompany Overview
Position Summary
The Patient Support Specialist will serve as the first point of contact for patients—assisting with scheduling, addressing questions, reviewing lab results, ordering labs, and facilitating communication between patients and providers. This role will balance both medical assisting experience and call center or patient communication experience. This dual role combines clinical knowledge with exceptional customer service skills to ensure that patients receive seamless, compassionate, and efficient support throughout their healthcare journey. It is a fast-paced, patient-centered environment.
Key Responsibilities
- Provide outstanding digital and phone-based support to patients with empathy, professionalism, and accuracy
- Guide patients through their healthcare journey, ensuring clear understanding of treatment plans, lab work, and next steps
- Review and interpret lab results under provider guidance and order lab work as directed
- Communicate with patients to gather medical history, discuss lab results, and explain next steps or potential therapies
- Schedule and coordinate telehealth appointments, follow-ups, and lab draws
- Maintain accurate and thorough documentation within the Electronic Health Record (EHR) system
- Serve as a liaison between patients and healthcare providers to ensure timely communication and care continuity
- Identify, prioritize, and escalate urgent or complex patient concerns to appropriate clinical staff
- Support patient education by providing information about available therapies and health optimization options
- Uphold all confidentiality, compliance, and HIPAA standards
- Meet and exceed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
- Collaborate with teammates through digital tools such as Microsoft Teams to ensure efficient workflow and communication
Required Qualifications
- Certified Medical Assistant (CMA) certification
- 3 years of experience in a healthcare environment
- Strong understanding of medical terminology, lab testing, and treatment workflows
- Exceptional written and verbal communication skills—clear, professional, and compassionate
- Proficient in EHR systems, telehealth platforms, and Microsoft Teams
- Ability to collaborate within a fast-paced, team-driven environment that demands flexibility, and the ability to manage multiple responsibilities in a changing workflow
- Highly flexible and team-oriented, with the ability to adapt to changing needs and priorities
- Compassionate, patient-focused approach with a commitment to quality care
- Ability to work independently and adapt to evolving technologies and processes
Preferred Qualifications
- Previous experience working remotely
Work Environment & Physical Requirements
- Remote work environment; home office or dedicated workspace required
- Must be able to work independently with minimal supervision
- Occasional virtual meetings via video conferencing (camera on expected)
- Reliable high-speed internet connection required
- Must maintain a distraction-free, professional background for video calls
- Schedule: Monday – Friday, 8am–5pm Central
Featured Benefits
- Competitive salary
- Comprehensive health, dental, and vision insurance
- 401k with employer match
- Paid Time Off
- Employee Perks & Discounts
Equal Opportunity Employment Ways2Well is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
Reasonable Accommodations Statement To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodation may be made to help enable qualified individuals with disabilities to perform the essential functions.