Patient Support Specialist

Job Description

Job Description

JOB DESCRIPTION

PATIENT EXPERIENCE SUPPORT SPECIALIST

Classification :
Non-Exempt

Date : 11 / 20 / 2025

Reports to :
Operations Supervisor

Travel : % Travel

The Patient Experience Support Specialist acts as a critical escalation resource, ensuring patient concerns are addressed quickly, accurately, and with empathy. This role provides real-time support to call center agents, manages escalated interactions, conducts Out of Standard (OOS) investigations, and collaborates cross-functionally to uphold service excellence and compliance. Operating with a solutions-first mindset, the Specialist drives clarity, consistency, and continuous improvement across the patient experience.

• Direct reports, if any, and the level of supervision.

• Manage escalations from the sales team—including high-priority issues from partner clinics—and communicate with leadership or ownership as needed to drive timely resolution.
• Handle escalated patient calls with professionalism, empathy, and strong problem-solving capabilities.
• Provide on-demand guidance to call center agents, clarifying procedures and supporting complex interactions.
• Conduct comprehensive OOS investigations, reviewing data, identifying failure points, determining involved departments or staff, and communicating findings clearly.
• Document all escalations, OOS investigations, and resolutions within required systems with accuracy and consistency.
• Identify staff-related issues from escalations or investigations, documenting Opportunities for Improvement (OFIs) and escalating recurring or serious concerns to leadership.
• Monitor trends in escalations and OOS outcomes; prepare monthly insights and recommendations for leadership to drive continuous improvement.
• Partner with pharmacy, logistics, customer service, and sales teams to collaboratively resolve service-impacting issues.
• Ensure adherence to company policies, HIPAA regulations, and established quality standards.
• Contribute to a supportive, high-performance team culture focused on operational excellence and patient success.

• Strong verbal and written communication skills, with the ability to navigate sensitive or complex issues confidently.
• Advanced problem-solving and analytical capabilities with strong attention to detail.
• Demonstrated success resolving escalations or customer concerns in a professional setting.
• Ability to collaborate across departments and communicate effectively with various levels of leadership.
• Strong organizational and multitasking skills, with the ability to prioritize in a fast-paced environment.
• High integrity, dependability, adaptability, and commitment to confidentiality.
• Proficiency with call center tools, documentation systems, and Microsoft Office or similar platforms.

• Experience managing escalations or complex customer service issues required.
• Experience in pharmacy, healthcare, or medical terminology preferred.
• Background conducting investigations, writing reports, or documenting operational outcomes preferred.
• Experience supporting cross-functional workflows is a plus.

• Prolonged periods of sitting and computer use.
• Frequent typing, phone communication, and system navigation.
• Occasional movement throughout the office environment.
• Ability to lift up to 10 pounds as needed.
• Ability to maintain focus and composure in a fast-paced, service-driven environment.

Job description is not designed to cover a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time.