salvohealth - Healthcare Support Specialist, Remote
Requirements
• 3+ years of experience in healthcare billing, health insurance support, or a related patient‑facing support role • Strong technical proficiency with the ability to navigate multiple systems, tools, and platforms simultaneously • Experience conducting patient or customer conversations while documenting and troubleshooting in real time • Deep familiarity with insurance terminology, benefits, claims, CPT codes, and coverage workflows • Ability to sit at a workstation for extended periods using a computer and headset to support patients • Excellent interpersonal, verbal, and written communication skills with the ability to simplify complex information • Proven experience handling confidential and sensitive patient data in compliance with HIPAA • Ability to thrive in a fast‑paced, high‑growth environment with evolving processes and expectations • Strong attention to detail and accuracy in documentation, follow‑ups, and patient communication • Goal‑oriented with a focus on delivering high‑quality support and meeting performance expectations • Bilingual a plus (English/Spanish) • Must have a hard‑wired, high‑speed internet connection
Responsibilities
• Respond to patient inquiries through chat, email, and internal messaging with clarity, warmth, and professionalism. • Break down complex topics (billing, CPT codes, coverage, device returns, etc.) into simple, patient‑friendly explanations. • Maintain a consistent tone that reflects Salvo’s values: supportive, empowering, and solution‑oriented. • Follow up proactively until each issue is fully resolved — no loose ends. • Document all interactions clearly and accurately so the next agent or clinician can pick up without confusion. • Follow established workflows for benefit checks, escalations, and provider‑office boundaries. • Ensure all information given to patients is consistent with Salvo policies and updated processes. • Troubleshoot patient issues related to the app, onboarding, or device setup before escalating. • Identify recurring issues and flag them to leadership with context and examples. • Adapt quickly to new tools, workflows, and process updates. • Monitor Slack for team tags and respond promptly when not on calls. • Partner with Engagement to ensure smooth handoffs and aligned messaging. • Support teammates by sharing knowledge, answering questions, and maintaining a positive, accountable culture. • Show up on time, prepared, and camera‑ready for meetings and trainings. • Take ownership of your queue, your follow‑ups, and your accuracy. • Ask questions when unsure and seek clarity rather than guessing.
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