Senior Patient Activation Specialist

Senior Medical Contact Center Agent

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."™

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.

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

• Advanced communication and customer service skills, with the ability to handle sensitive patient information compassionately.
• Knowledge of medical terminology, healthcare procedures, and HIPAA compliance.
• Strong multitasking and problem-solving abilities. Managing multiple screens, systems, and calls efficiently.
• Proficiency with call center and EHR systems (e.g., CxOne, Epic, Athena, ECW).
• Team leadership or 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.

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

Work Authorization:

• Guideway Care does not offer Immigration or work visa sponsorship

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

• Able to work remotely at home in a private HIPAA compliant workspace
• Able to house company equipment needed…