Remote White-Glove Patient Care Specialist

Regalo Health; Phoenix (AZ); Remote; USD 25,000 - 33,000; Full time

Job summary

Regalo Health in the United States seeks a compassionate inbound contact center specialist to deliver white-glove service to patients, providers, and pharmacies across the medication access journey. You will handle high-volume calls with empathy, gather essential information, and maintain accurate case notes in a supportive, privacy-conscious environment.

Join a team focused on exceptional service, collaboration, and continuous improvement.

Qualifications

• High school diploma or GED required.
• 3+ years of customer service experience.
• Experience working with HIPAA and PHI requirements.
• Strong documentation and case management skills.
• Ability to type and accurately document conversations while speaking with customers.

Responsibilities

• Answer a high volume of inbound customer and healthcare provider calls in a professional and timely manner.
• Deliver a personalized, white glove customer experience on every interaction.
• Listen actively to understand customer needs and provide accurate information and solutions.
• Perform benefits investigations and insurance verification to determine patient eligibility, coverage, and reimbursement information.
• Support patients, providers, and pharmacies throughout the pharmacy HUB process.
• Assist with prior authorizations, appeals, copay assistance programs, and Patient Assistance Programs (PAP), as applicable.
• Document customer interactions thoroughly and accurately while maintaining detailed case notes and case management records.
• Navigate multiple computer systems simultaneously while speaking with customers.
• Meet established performance metrics, including quality, productivity, attendance, and schedule adherence.
• Maintain confidentiality and ensure compliance with HIPAA, PHI, and all applicable healthcare privacy regulations.
• Collaborate with team members and leadership to continuously improve the customer experience.
• Adapt to changing processes, technology, and business needs.

Skills

Customer service

Communication skills

Attention to detail

Documentation

Remote work

Punctuality

Education

High school diploma or GED

Job description

Regalo Health in the United States seeks a compassionate inbound contact center specialist to deliver white-glove service to patients, providers, and pharmacies across the medication access journey. You will handle high-volume calls with empathy, gather essential information, and maintain accurate case notes in a supportive, privacy-conscious environment.

Join a team focused on exceptional service, collaboration, and continuous improvement.