Patient Support Specialist; Remote

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Full Time US

13 days ago Requisition

At Author Health, we’re revolutionizing how mental health care is delivered, and we want you to be part of it! Our mission is to bring compassionate, high-quality care to people with serious mental illness, substance use disorders, and dementia, including older adults.

We don’t just treat symptoms. We treat people — fully, holistically, and with heart! Through our virtual-first, innovative care model, we deliver community-based wrap-around outpatient mental health care inclusive of psychiatric, psychotherapeutic and care management services. We partner with primary care providers, hospitals, families, and caregivers to keep patients out of the hospital and empower them to live healthier, more connected lives.

At Author, inclusivity isn’t a checkbox. It’s how we build trust and drive better outcomes! We honor the unique cultures, identities, and stories that shape every patient’s experience, and we’re creating a workplace where team members can show up as their full selves, too.

If you’re driven by purpose, ready to shake up the status quo, and eager to make a real impact in people’s lives, we’d love to meet you. Let’s build the future of mental health care together!

The focus of this role is helping individuals schedule and attend health care services by forming meaningful connections and relationships. This position requires strong interpersonal skills, the ability to build trust quickly, and a relentless drive to help patients and their caregivers access the care they deserve. This role serves as the primary, empathetic, and knowledgeable point of contact for all incoming patient inquiries.

The specialist ensures a uniform, high‑quality patient experience and maximizes First Call Resolution (FCR) by managing inbound inquiries regarding appointment times, rescheduling, urgent needs, and billing, while documenting interactions thoroughly and providing seamless handoffs to our clinical team.

Handle all incoming patient inquiries with professionalism, efficiency, and compassion, serving as the primary point of contact for every patient.

Adhere strictly to the Inbound Call Procedure and Scripting, including the Standard Greeting Script, for consistent and empathetic communication.

Triage and resolve common inbound call reasons, including initial scheduling, re‑scheduling, appointment troubleshooting, insurance/billing questions, patient feedback/complaints, medication status questions, and urgent patient needs.

Provide support for appointment management, including verifying appointment times and rescheduling appointments. Handle emergency calls requiring urgent visits as needed.

Assist patients with questions about medication status, re‑sending scripts to pharmacies when needed.

Execute core inbound call procedures using essential Author software tools.

Document in CRM tools to log all call details (type, resolution, duration) and ensure data accuracy and HIPAA compliance.

Work collaboratively with care teams to ensure a seamless transition from initial contact to ongoing support.

Maintain availability to receive inbound patient calls throughout the entire scheduled shift, outside of designated break and meal periods.

Provide feedback on engagement strategies to improve and evolve our approach, ensuring that we remain patient‑focused and effective.

Strong ability to initiate conversations and build connections quickly, especially with individuals with vulnerable health care needs.

Experience in healthcare, social services, or mental health services, with an understanding of seniors’ needs and challenges.

Proficiency in critical thinking, time management, and multitasking.

Able to work independently and meet goals successfully.

Basic proficiency in Google Suite and video conferencing platforms.

Excitement for working in an innovative, fast‑paced startup environment.

Profound commitment to adherence to HIPAA regulations and internal company policies to ensure compliance.

Strong tech…