[Hiring] New Patient Specialist @Elevate and Delegate

Role Description

The New Patient Specialist is responsible for converting inbound leads into scheduled evaluations by delivering an exceptional patient experience from first contact through onboarding. This individual responds quickly to inquiries, conducts discovery conversations, verifies insurance benefits, coordinates documentation, and ensures seamless handoffs to the care team. Success in this role requires empathy, strong communication skills, attention to detail, and the ability to balance a high-volume pipeline with personalized patient care.

Key Responsibilities

• Lead Management & Conversion
  • Respond to all inbound leads within 5 minutes of receipt
  • Manage inquiries from phone, web forms, referrals, email, and fax channels
  • Conduct discovery calls to understand patient needs and motivations
  • Build rapport quickly and guide patients toward scheduling an evaluation
  • Address common concerns related to cost, timing, insurance, and treatment options
  • Ensure every interaction ends with a clear next step
• Insurance Verification & Financial Guidance
  • Verify insurance eligibility, benefits, and authorization requirements
  • Provide accurate financial estimates before the first visit
  • Explain payment options and financial agreements clearly and professionally
  • Assist cash-pay patients in understanding the value of care and available programs
• Patient Onboarding & Coordination
  • Schedule evaluations and send onboarding materials
  • Ensure intake forms and required documentation are completed prior to appointments
  • Provide appointment reminders and proactive follow-up
  • Coordinate seamless handoffs to Patient Care Advisors and clinical teams
  • Maintain clear communication regarding patient goals, insurance status, and special circumstances
• CRM & Documentation Management
  • Create and maintain accurate patient records in CRM and EMR systems
  • Document patient goals, referral sources, insurance information, and relevant notes
  • Ensure consistency and accuracy across all systems
  • Maintain high standards of data integrity and compliance
• Personal Injury & Workers’ Compensation Support
  • Collect and document case information accurately
  • Coordinate lien agreements and supporting documentation
  • Work closely with billing and administrative teams on complex cases
  • Escalate legal or authorization concerns appropriately

Qualifications

• Fluent English and Spanish communication skills
• 2+ years of experience in patient coordination, healthcare intake, customer service, call center, admissions, or sales-focused healthcare roles
• Strong phone presence and relationship-building skills
• Experience handling sensitive information with professionalism and confidentiality
• Excellent organizational and multitasking abilities
• Ability to work independently in a remote environment
• Strong attention to detail and follow-through

Preferred

• Experience with CRM (Second Door or similar) and EMR systems (Prompt)
• Insurance verification and healthcare benefits experience
• Physical therapy, medical practice, healthcare services, or wellness industry experience
• Sales, appointment-setting, or lead conversion experience

What Makes You Successful

• You build trust quickly and naturally.
• You are highly responsive and action-oriented.
• You communicate with empathy, confidence, and professionalism.
• You enjoy helping people navigate complex situations.
• You are comfortable discussing insurance, finances, and treatment options.
• You combine strong sales instincts with a genuine desire to help others.
• You thrive in a fast-paced, mission-driven environment.

Reporting Structure

• Reports To: Patient Experience Manager
• Works Closely With: Patient Care Advisors, Billing Team, Clinical Staff

Location

• Remote – Mexico

Language Requirements

• Fluent English (required)
• Fluent Spanish (required)

Compliance & Professional Standards

• Maintain HIPAA compliance and patient confidentiality at all times
• Follow company policies, procedures, and documentation standards
• Demonstrate professionalism, accountability, and integrity in all patient interactions
• Maintain accurate records and ensure compliance with healthcare regulations

Schedule

• This position operates on one of the following shifts (assigned based on business needs):
  • Shift 1: 7:00 AM – 4:30 PM Pacific Time (includes a 30-minute unpaid lunch break)
  • Shift 2: 9:00 AM – 6:30 PM Pacific Time (includes a 30-minute unpaid lunch break)

Benefits

• Client Relationship: You will be directly working with the client. This means that you will communicate with the client, provide services, and address any client-related matters independently.
• Payments: All payments for your services will be handled by the client. Elevate and Delegate is not involved in processing your payroll. Your salary will directly go to you.
• Vacation Leaves and Holidays: While we may have recommendations or guidelines regarding vacation leaves and holidays, the decision is entirely at the discretion of the client. You are expected to align your schedule with the client’s business needs and any specific policies or preferences they may have in this regard.