Patient Services Coordinator

Tech Observer; Tempe (AZ); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Tech Observer is seeking a patient-focused Patient Support Specialist to assist patients and healthcare professionals through onboarding, verification, and ongoing support. You will handle inquiries across multiple channels, manage cases, and maintain accurate records within CRM systems.

Selected candidates will undergo approximately 6–8 weeks of fully paid initial training, and the role requires empathy, organizational skills, and the ability to coordinate with internal teams.

Qualifications

• High School Diploma or equivalent required; Associate or Bachelor's degree preferred.
• Minimum 3 years of healthcare-related patient services experience.
• Experience handling patient inquiries and healthcare customer support.
• Knowledge of insurance verification, benefits investigation, claims, authorizations, or financial assistance.
• Strong verbal and written communication skills; able to multitask and maintain accuracy.
• Ability to handle sensitive patient interactions with compassion and professionalism.

Responsibilities

• Serve as a dedicated point of contact for patients and healthcare professionals throughout the treatment journey.
• Assist patients with onboarding, insurance verification, and financial assistance inquiries.
• Handle inbound and outbound communications via phone, email, chat, fax, SMS and other channels.
• Manage patient cases with timely follow-ups, escalations, and proper documentation.
• Coordinate with internal teams and external partners to ensure continuous patient support.
• Maintain accurate records of patient interactions in CRM/case management systems.
• Follow service guidelines, quality standards, and SLAs.
• Identify opportunities to improve customer service processes and efficiency.

Skills

Customer service

Healthcare experience

Communication skills

Multitasking

Problem solving

Education

High School Diploma or equivalent

Associate or Bachelor's degree preferred

Tools

CRM systems

Salesforce

Microsoft Office

Job description

Location: Tempe, AZ 85281 (Remote, but need candidate to come onsite for meetings)

• 8:00 AM – 5:00 PM EST
• 9:00 AM – 6:00 PM EST
• 11:00 AM – 8:00 PM EST

Selected candidates will undergo approximately 6–8 weeks of fully paid initial training.

Job Overview

We are seeking a compassionate and customer-focused Patient Support Specialist to assist patients and healthcare professionals throughout the treatment journey. The ideal candidate will serve as a primary point of contact, helping patients navigate treatment onboarding, insurance verification, financial assistance programs, and ongoing support services.

This role requires excellent communication, problem-solving, organizational, and multitasking skills, along with the ability to handle sensitive patient interactions with empathy and professionalism.

Key Responsibilities

• Serve as a dedicated point of contact for patients and healthcare professionals throughout the treatment journey.
• Assist patients with treatment onboarding, insurance verification, and financial assistance inquiries.
• Handle inbound and outbound communications through phone, email, chat, fax, SMS, and other communication channels.
• Manage assigned patient cases, ensuring timely follow-ups, appropriate escalations, and accurate documentation.
• Navigate complex insurance and financial assistance-related inquiries and help identify appropriate next steps.
• Coordinate with internal teams, healthcare professionals, and external partners to ensure continuity of patient support.
• Maintain accurate records of patient interactions, case updates, and service requests in CRM or case management systems.
• Follow established procedures, service guidelines, quality standards, and service-level agreements.
• Handle sensitive patient conversations with empathy, patience, and professionalism.
• Identify opportunities to improve customer service processes and operational efficiency.
• Follow applicable privacy, compliance, and adverse event reporting procedures.

Required Qualifications

• High School Diploma or equivalent required; Associate or Bachelor's degree preferred.
• Minimum 3 years of relevant experience in healthcare, pharmaceutical patient services, patient support, or healthcare contact center operations.
• Experience handling patient/member inquiries and providing healthcare-related customer support.
• Knowledge of insurance verification, benefits investigation, claims, authorizations, or financial assistance.
• Strong verbal and written communication skills.
• Excellent customer service, problem-solving, and multitasking abilities.
• Ability to manage multiple cases and priorities while maintaining accuracy and quality.
• Computer proficiency, including email, Microsoft Office, CRM, and case management systems.
• Ability to handle sensitive patient interactions with compassion and professionalism.

Preferred Qualifications

• Experience with Salesforce or other CRM platforms.
• Experience with pharmaceutical patient support programs or specialty pharmacy.
• Knowledge of copay assistance and patient assistance programs.
• Experience in patient enrollment, insurance navigation, and benefits verification.
• Spanish bilingual communication skills are a plus.