[Hiring] Patient Support Specialist @Geode Health

Role Description

The Patient Support Specialist is a high-impact, phone-first role at the heart of patient access and acquisition. You are an ambassador for patients and care teams and the first voice many prospective patients hear and a key partner in helping them move from interest or referral to a scheduled first visit. You’ll turn high-intent inbound calls, referral callbacks, and web leads into appointments while delivering a warm, hospitality-driven experience. A smaller share of your day is spent helping established patients by resolving simple requests or routing them to the right team. This is a fast-paced, quality-focused environment for people who care deeply about both outcomes and experience.

• Convert High-Intent Inbound Calls
  • Answer new patient inbound calls, including referral callbacks and consumer leads with warmth, urgency, and a bias toward booking the first visit.
  • Match each patient to the right provider using screening questions, insurance, provider preferences, and scheduling tools to secure the best-fit appointment.
  • Guide ambivalent or hesitant callers toward a confident “yes” using empathy, reflective listening, communication frameworks and sound judgment while removing barriers without pressure.
  • Set clear expectations for the first visit so patients arrive informed, comfortable, and ready to attend.
  • Collaborate with internal teams when needed to resolve open questions and create a seamless handoff for patients and providers.
• Support Established Patients
  • Handle a smaller volume of established-patient contacts, resolving simple requests or routing to the right team quickly and accurately.
  • Capture complete, accurate patient context and insurance information; follow up to close any gaps.
• Grow Through Coaching & Quality
  • Work toward individual and team goals for conversion, answer rate/service level, quality, and after-call work, using feedback and performance insights to keep improving.
  • Welcome regular call auditing and coaching as fuel for growth; apply feedback quickly and consistently.
  • Document every interaction accurately in our systems with the right context and a clear next step for each patient.
• Own Patient Experience
  • Create a calm, personalized experience that helps patients feel confident taking the next step in care.
  • Protect patient privacy by maintaining strict confidentiality and following HIPAA and all privacy requirements.
  • Flex with changing workflows, volumes, and schedules while supporting the broader team as needs shift.

Qualifications

• A hospitality-minded people person who makes others feel genuinely cared for and loves creating great experiences.
• Motivated by goals and comfortable using feedback and performance insights to improve.
• A persuasive, empathetic communicator who can navigate emotional or complex conversations with calm and confidence.
• Organized and calm while handling multiple systems, changing priorities, and a high volume of calls.
• Coachable and self-aware; welcomes feedback, knows strengths, and actively develops areas of opportunity.
• Passionate about mental healthcare and Geode’s mission to expand access to exceptional care.

Requirements

• 1–3+ years in a customer-facing, phone-based, or hospitality role; healthcare, call center, or sales/conversion experience is a strong plus.
• Comfort working in a goal-oriented, quality-focused environment.
• Familiarity with insurance plans and benefits, or the ability to learn them quickly (preferred).
• Strong computer skills and the ability to navigate multiple systems while maintaining a warm, focused conversation with the patient.
• A quiet, professional remote workspace and reliable connectivity.
• Associate’s or bachelor’s degree preferred.

Benefits

• Competitive compensation
• Flexible schedule
• In-person and virtual patient visits
• Comprehensive admin support (front office, accounting, finance, payroll, HR, etc)
• Professional development opportunities
• Clinical community, support, and leadership
• Medical, dental and vision benefits
• Life insurance
• Short and long-term disability
• Paid vacation and holidays
• Matching 401k plan
• State of the art technology