Support Specialist

<p>We are hiring a Support Specialist to join our remote patient services team. In this role, you will be the first point of contact for patients calling in for appointment scheduling, general inquiries, prescription refill requests, and care navigation. You'll work from home in a fast-paced healthcare environment, using multiple software systems to manage calls efficiently while delivering a compassionate, professional experience on every interaction. Bilingual candidates (English/Spanish) are strongly preferred. Full-time shifts are available across days, evenings, weekdays, and weekends.About Octiva HealthcareOctiva delivers virtual nurse triage, Tele-ICU support, and clinical call center servicesso your team can focus on what matters most.Octiva Healthcare is a telemedicine company providing 24/7/365 clinical support to patients who need timely care and advice. Our mission is to deliver around-the-clock healthcare that meets the highest standards of clinical excellence and patient experience. We ensure our services are accessible from any location and in any language, embracing a culture of compassion, clear communication, and strict compliance.Role OverviewThe Support Specialist is a key member of our patient services team. You will handle a high volume of inbound patient calls, providing appointment scheduling, answering questions about services, assisting with prescription refill requests, and routing clinical concerns to the appropriate nursing or provider staff. You will work within each partner clinic's systems to ensure accurate documentation and seamless patient experiences. This is a fully remote position requiring a dedicated, quiet home workspace and reliable high-speed internet.Essential Functions &amp; ResponsibilitiesAnswer inbound patient calls promptly, professionally, and with empathy.Schedule, reschedule, and cancel patient appointments across multiple clinic calendars and EMR systems.Verify patient demographics, insurance information, and update records in the electronic medical record.Process prescription refill requests by collecting relevant information and routing to the clinical team.Triage non-clinical inquiries and escalate clinical concerns to the on-duty nurse or provider.Provide clear information about clinic hours, locations, services, and general procedures.Follow established scripts, protocols, and HIPAA guidelines for all patient interactions.Document every call accurately and completely in the appropriate system.Meet individual and team performance metrics including call handling time, patient satisfaction, and schedule accuracy.Participate in ongoing training and quality improvement initiatives.QualificationsEducationHigh school diploma or GED required.Associate's degree or coursework in healthcare administration, medical assisting, or related field preferred.Experience13 years of experience in a call center, medical office, or customer service role (healthcare setting preferred).Experience with appointment scheduling and patient intake processes preferred.Remote work experience is a plus.Knowledge &amp; SkillsStrong verbal and written communication in English (required); bilingual English/Spanish strongly preferred.Proficiency navigating computers, multi-line phone systems, and common office software (Microsoft Office, Google Workspace).Experience with electronic medical records (EMR) or scheduling software is a significant advantage.Excellent active listening, empathy, and de-escalation skills when working with patients.Ability to multitask, prioritize, and stay organized in a fast-paced environment.Dependable, punctual, and able to maintain consistent attendance during assigned shifts.Understanding of HIPAA regulations and commitment to patient confidentiality.Remote Work RequirementsDedicated, private, and quiet workspace free from distractions.Wired Ethernet connection required (WiFi is not accepted).Reliable high-speed internet connection (minimum 50 Mbps download / 10 Mbps upload).Latency under load must be under 100ms (under 70ms preferred).Applicants must complete a Waveform Bufferbloat speed test and share their results link.Ability to work independently with minimal supervision.Position Details:Job Type: Full-Time and Part-Time positions availableWork Location: Remote (work from home)Schedule: Day and evening shifts; weekdays and weekends (24/7/365 operation)Reports To: Support Specialist ManagerCompensation:Domestic (US-based): $12.00 $18.00 per hourInternational: $7.00 $12.00 per hourBenefits (Domestic W-2 employees only)Paid Time Off401(k)Benefits are available to domestic (US-based) W-2 employees only. International staff and 1099 contractors are not eligible. <br />recblid qtfjlts4bvmfn21ihoz1z29o7iaaqi </p>