Senior Patient Activation Specialist

About the Role

The call center team is the heartbeat of Guideway Care's patient activation efforts, and as a senior specialist, you will be responsible for overseeing appointment scheduling, insurance verification, and patient follow-ups. Your ability to multitask, problem-solve, and communicate effectively will be essential in this fast-paced environment. You will also have the opportunity to contribute to improving workflows and performance metrics within the call center, ensuring that the team is running efficiently and effectively.

Guideway Care's commitment to innovation and patient-centered care has earned the company a reputation as a leader in the healthcare industry. As a Senior Patient Activation Specialist, you will be part of a dynamic team that is dedicated to making a meaningful difference in the lives of patients.

What You Will Do

• Handle complex patient interactions, including escalations and 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
• Assist with escalations, coaching team members, or monitoring call quality
• Maintain patient records, track service metrics, and ensure compliance
• Utilize call center and EHR systems (e.g., CxOne, Epic, Athena, ECW)
• Develop and implement process improvements to increase efficiency and effectiveness

What We Are Looking For

• 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, with the ability to assist with escalations, coach team members, or monitor call quality
• Analytical and organizational skills, with the ability to maintain patient records and track service metrics
• Proficiency with technology, including keyboarding, dual monitors, and audiovisual devices
• Empathy and patience under pressure, with strong ethical judgment and confidentiality
• 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

Nice to Have

• Prior experience in patient scheduling, insurance coordination, and working with electronic health records (EHR) systems
• Experience mentoring or training junior agents
• Certification in a related field, such as healthcare administration or medical billing
• Bilingual or multilingual skills, to support diverse patient populations

Benefits and Perks

• Competitive hourly rate (target pay range:
  5-$25 per hour)
• Benefits package, including medical, vision, and dental insurance
• Flexible Spending Account (FSA) and company-paid short- and long-term disability
• Employee Assistance Program, Life Insurance, and Accident insurance
• 401(k) retirement plan with company match
• Opportunity to work remotely from a private, HIPAA-compliant workspace
• Access to cutting-edge technology and innovative patient care tools
• Professional development opportunities, including training and mentorship programs
• Collaborative and dynamic work environment, with a team of dedicated healthcare professionals

• Develop a strong understanding of medical terminology and healthcare procedures to effectively communicate with patients and clinical teams.
• Showcase your ability to multitask and problem-solve in a fast-paced environment, highlighting your experience with call center and EHR systems.
• Emphasize your emotional intelligence and empathy, demonstrating your ability to handle sensitive patient information compassionately and provide exceptional customer service.
• Highlight your experience with team leadership or support, including coaching team members or monitoring call quality.
• Prepare to discuss your experience with HIPAA compliance and electronic health records (EHR) systems, showcasing your ability to maintain patient records and track service metrics.
• Be prepared to ask questions about the company culture and team dynamics, demonstrating your interest in the role and the organization.
• Research the company's mission and values, and be prepared to discuss how your skills and experience align with Guideway Care's patient-centered approach to healthcare.