Bilingual Patient Care Liaison CST/PST

SCAN; United States; Hybrid; USD 50,000 - 60,000; Full time

Benefits offered by this job

Flexible remote or hybrid work options

Dedicated personal development budget

Medical, vision, and dental coverage

28+ days of PTO and wellbeing days

401k retirement plan

Job summary

Scan.com is seeking a Patient Care Liaison to serve as the primary bridge between patients, providers, and attorneys. You will manage appointments, share timely updates, and coordinate imaging reports and lien forms across phone, email, and text while upholding high standards of empathy and accuracy.

The ideal candidate excels in fast-paced customer service, communicates fluently in English and Spanish, and thrives in cross-functional collaboration to resolve issues and meet SLAs.

Qualifications

• Experience in a fast-paced customer service or communications role, ideally in healthcare or legal environment.
• Fluency in English and Spanish to communicate effectively with patients.
• Excellent communication across phone, email, chat with patients, providers, and attorneys.
• Eye for detail and accuracy in all communications and documentation.
• Self-starter who can manage multiple tasks and priorities to meet deadlines and SLAs.

Responsibilities

• Provide detailed updates to providers and attorneys on patients regarding appointment scheduling, confirmations, and rescheduling statuses across their journey.
• Schedule appointments for patients as required
• Ensure timely follow-ups with patients to minimize no-shows and handle escalations
• Coordinate the timely delivery of scan reports, imaging records, and lien forms to attorneys
• Serve as the primary contact for attorney and provider inquiries, ensuring accuracy and professionalism in all interactions
• Manage and prioritize communications across phone, email, and text, ensuring prompt and accurate responses
• Update and maintain accurate records of all interactions in our internal database and other communication tools such as Slack and email
• Work closely with sales, scheduling, interops, and AR teams to resolve issues and provide seamless service
• Adhere to and exceed service-level agreements SLAs for response times and follow-ups
• Document and elevate recurring issues to the management team and propose and implement process improvements across every interaction

Skills

Bilingual English/Spanish

Customer service

Communication

Tools

CRM systems

Scheduling software

Dialpad

Communication tools

Job description

We're Scan.com. We're building America's national imaging network: the infrastructure that connects patients, providers, and payers to faster, better-value diagnostic imaging. Thousands of patients move through our platform every day, and each is a real person waiting for an answer to a healthcare concern. We exist to get them that answer faster.

We manage the medical imaging pathway end-to-end. Providers order through a single point of entry, and from there, we run the entire medical diagnostic pathway. Managing the full pathway, rather than brokering pieces of it, is what lets us deliver imaging faster, at higher quality, and at a lower cost than the fragmented status quo.

We're looking for a Patient Care Liaison to support our growth across CST timezone at an exciting time. We've raised over $200m in funding to date, reached profitability, and are growing 100% year on year.

Millions of people wait too long for a diagnosis. Come help us fix that.

WHAT YOU WILL ACHIEVE IN THIS ROLE

As a Patient Care Liaison, you will serve as the key liaison between our organization and patients, providers, and attorneys. Your main priority will be to maintain clear, professional, and empathetic communication while ensuring a high sense of urgency on updates for patient appointments, scan reports, and related documentation. We're searching for someone who is highly detail-oriented, always puts the customer first, and thrives in managing multiple communication channels efficiently.

As a scaleup business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in:

• Provide detailed updates to providers and attorneys on patients regarding appointment scheduling, confirmations, and rescheduling statuses across their journey.

• Schedule appointments for patients as required

• Ensure timely follow-ups with patients to minimize no-shows and handle any escalations.

• Coordinate the timely delivery of scan reports, imaging records, and lien forms to attorneys.

• Serve as the primary contact for attorney and provider inquiries, ensuring accuracy and professionalism in all interactions.

• Manage and prioritize communications across phone, email, and text, ensuring prompt and accurate responses.

• Update and maintain accurate records of all interactions in our internal database and other communication tools such as Slack and email.

• Work closely with sales, scheduling, interops, and AR teams to resolve issues and provide seamless service.

• Adhere to and exceed service-level agreements SLAs for response times and follow-ups.

• Document and elevate recurring issues to the management team and propose and implement process improvements across every interaction.

THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR ARE

• Build strong relationships with patients, providers, and attorneys by ensuring all communication (calls, emails, and texts) is clear, professional, and timely.

• Become highly proficient in all communication tools (e.g., Front, Dialpad) and scheduling systems to streamline workflows.

• Handle the delivery of appointment details, imaging reports, and lien forms to customers with 98%+ accuracy.

• Collaborate effectively with internal teams (e.g., scheduling, interops, sales) to resolve issues and improve overall workflows.

WHAT YOU MIGHT BRING TO THE TABLE

You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth role, we believe everyone can add value, learn, and grow.

However, these might be some of the ways you are currently adding value:

• You have excelled in a fast-paced customer service or communications role, ideally in a healthcare or legal environment.

• Fluency in English and Spanish to communicate effectively with patients

• You are an excellent communicator and can effectively communicate across various platforms (phone, email, chat) with patients, providers, and attorneys.

• You have an eye for detail and ensure accuracy in all communications and documentation.

• You proactively identify issues and collaborate with cross-functional teams to implement solutions

• You have a self-starter mentality and can effectively manage multiple tasks and priorities to meet deadlines and SLAs.

• You have experience using CRM systems, scheduling software, telephony platforms (e.g., Dialpad), and other communication tools.

AI REQUIREMENTS

At Scan.com, AI isn't a side project; it's how we work. We expect everyone to use AI to think faster, remove drudgery, and multiply their output. What we care about is judgment: knowing when AI makes you sharper, when it doesn't, and how to use it responsibly around patient data. We'll assess this in the way that matters for this role, using the tier below. You don't need to be an engineer. You need to reach for the best tool and get more done as a result.

Tier 3 — For this role, you're expected to be AI-Aware. You lead with subject matter expertise, but you're comfortable using AI for things like admin, documentation, or research so you can spend more time with patients—and you know where AI stops and human judgment has to take over. (clinical, hands-on, and highly regulated roles where hands-on expertise is the core value)

One assessment principle across all tiers: we're testing judgment and adaptability, not whether you've memorized today's tools. Tools change quarterly; the ability to learn and apply them is what compounds.

A VIEW ON OUR CULTURE

We're building something that matters. Every scan we speed up is a real person waiting on an answer, and that urgency runs through everything we do. We move fast, we own outcomes, and take pride in our output. If you like ambiguity, working with ambitious people, and want your work to visibly move the needle, you'll feel at home here.

HOW WE WILL INTERVIEW YOU

We keep our interview process short and sweet. Here are the stages you can expect, but we might switch up the order depending on team availability:

1. Introductory call/interview with our Senior Talent Partner. The call is via telephone and will last around 30 minutes.

2. Should it feel like there is an initial fit for all, we will invite you to an in-person interview with our VP of Operations and one of our Operations Leaders.

3. All of our roles will have a small assessment stage. This might be in person, a take-home assessment, or further video calls. Length varies, but we're mindful of your time and try to keep it as simple as possible.

4. Offer!

WHAT WE OFFER

We go beyond the basics with our benefits package. We believe great work starts with supporting our people. Here's what you can expect from us:

• Salary range of $50,000 - $55,000

• Flexible remote or hybrid work options

• Dedicated personal development budget

• Medical, vision, and dental coverage

• 28+ days of paid time off across PTO and wellbeing days, so you can show up at your best

• Paid parental leave

• 401k retirement plan

• All the equipment you need to do your best work

• Inclusive, people-first policies designed by our team, for our team

DIVERSITY ATSCAN.COM

Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.

We are opposed to all forms of unlawful treatment and discrimination.

Our ambition is for our team to be representative of society's diversity, and for every employee to feel respected and able to bring their best selves to work.

If you need an accommodation to apply or interview, contact us at [e-mail].