Senior Patient Activation Specialist

Guideway Care; Birmingham (AL); On-site; USD 21,000 - 34,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Dental Insurance

FSA

Company paid disability

Employee Assistance Program

Life Insurance

Accident insurance

401(k) retirement plan

Job summary

Guideway Care is seeking a Senior Medical Contact Center Agent to join our team and help manage complex patient interactions while supporting a call center team. The role emphasizes strong communication, HIPAA compliance, and collaboration with clinical staff.

The ideal candidate has 3–5 years in a healthcare call center, with remote work experience preferred. The position offers a remote-ready environment and commitment to patient activation and care coordination.

Qualifications

• Advanced healthcare communication and patient service skills.
• Knowledge of medical terminology, HIPAA compliance, and healthcare workflows.
• Experience mentoring or coaching staff in a call center environment.

Responsibilities

• Handle complex patient interactions including escalations or high-priority cases.
• Provide feedback, mentoring, and quality assurance support to new staff.
• Oversee appointment scheduling, insurance verification, and patient follow-ups.
• Collaborate with clinical and administrative teams to coordinate patient care.

Skills

HIPAA compliance

Medical terminology

Call center software

Leadership

Customer service

Multitasking

Empathy

Education

Healthcare administration degree or equivalent

Job description

About Guideway Care*

Guideway Care is The Patient Activation Company™. We don't just \"engage\" patients; we activate them. By utilizing our proprietary Motivational Patient Guidance (MPG) model and AI-powered technology, we resolve the practical and psychological barriers that prevent patients from taking their \"next right action.\"™

Job Summary:

We are seeking motivated individuals who are eager to join the healthcare industry. Our Senior Medical Contact Center Agent (aka Senior Patient Activation Specialist) typically needs a combination of experience, technical proficiency, and emotional intelligence to manage complex patient interactions and support a call center team.

Essential Functions:

• Handlecomplex patient interactionsincluding escalations or high-priority cases.
• Support new staff through feedback, mentoring, and quality assurance activities.
• Overseeappointment scheduling, insurance verification, and patient follow-ups.
• Collaborate with clinical and administrative teams to ensure seamless patient care coordination.
• Contribute to improvingworkflows and performance metricswithin the call center.
• Manage multiple clients in a fast-paced enviroment
• Any other duties necessary to drive our values, fulfill our mission, and abide by our company policies
• This role requires regular, reliable attendance during scheduled hours, as consistent presence is essential to performing the core duties of the position.

Required Skills/Abilities:

• Advanced communication and customer service skills, with the ability to handle sensitive patient information compassionately.
• Knowledge of medical terminology, healthcare procedures, and HIPAA compliance.
• Strongmultitasking and problem-solvingabilities. Managing multiple screens, systems, and calls efficiently.
• Proficiency withcall center and EHR systems(e.g., CxOne, Epic, Athena, ECW ).
• Team leadershipor support experience. Assisting with escalations, coaching team members, or monitoring call quality.
• Analytical and organizational skills. Maintaining patient records, tracking service metrics, and ensuring compliance.
• Proficiency with technology. Keyboarding, dual monitors, and audiovisual devices.
• Empathy and patience under pressure.
• Strong ethical judgment and confidentiality.
• Adaptability to evolving healthcare technologies and telemedicine standards.
• Positive team attitude and leadership presence.

Education & Experience:

• Associate’s or Bachelor’s degreein healthcare administration, communications, or a related field (or equivalent experience).
• 3–5 years of experiencein a medical or healthcare call center, preferably with increasing responsibilities.
• Prior experience inpatient scheduling, insurance coordination, and working withelectronic health records (EHR)systems.
• Experience mentoring or training junior agents is often preferred.
• 1 or more years of remote work experience.

Travel Requirements:

0% Remote position

Work Authorization:

• Guideway Care does not offer Immigration or work visa sponsorship

Total Rewards:

The target pay range for this role is $15 to $25 per hour. An individual’s salary within this range is based on multiple factors including but not limited to skills, experiences, licensure, certifications, and other business and organizational considerations.

In addition, team members enjoy …

Benefits package including:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Flexible Spending Account (FSA),
• Company paid short- and long-term disability,
• Employee Assistance Program,
• Life Insurance,
• Accident insurance,
• and other voluntary benefit programs for employees and their eligible dependents.
• 401(k) retirement plan with a company match

Essential Duties and Responsibilities:

• Able to work remotely at home in a private HIPAA compliant workspace
• Able to house company equipment needed to perform job
• Broadband Internet Access
  • Internet download speed must be at least 24 mbps and upload speed at least 4 mbps
• Immigration or work visa sponsorship will not be provided
• Physical Demands:
  • Ability to hear in normal range and wear a headset / earpiece
  • Good visual acuity to read computer screens, scripts, forms etc.
  • May sit 100% of the time when taking calls
• Access to the electronic medical record (EMR) system may require the use of your personal mobile device for authentication purposes.
• Guideway Care requires all candidates to successfully complete prior to employment to ensure a secure and consistent candidate experience.
  • Background check
  • Drug screening
  • Identity verification process, including third-party checks and real-time confirmation
  • Verification of employment

We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.

* Guideway Care is the parent company of Sequence Health. This position is employed by Sequence Health.