Patient Support Representative
United States
Market Operations /
Full-time /
Remote
Accompany Health is on a mission to give low-income patients with complex needs the dignified, high-quality care they deserve but rarely receive. A primary, behavioral, and social care provider, Accompany Health walks alongside patients for their entire care journey, offering at-home and virtual care, as well as 24/7 support. Partnering with innovative payors, Accompany Health is powered by remarkable care teams, elegant technology, and a commitment to evidence-based practice.
We build long-term relationships with our patients so they know, without question, that our team is here for them day or night, year after year. We focus on the health outcomes most important to our patients to make it clear that they lead the way.
To achieve our mission, we collaborate with community-based organizations, local providers, and health plans. Led by our empathetic care teams, guided by proven care models, and powered by our own technology, we deliver a level of service that our communities rightfully deserve but rarely receive.
While our headquarters is in Bethesda, MD, our teams are distributed across the country. If you’re eager to make a tangible difference in people’s lives, to help correct long-standing disparities in health care, join us.
About the role:
As a Patient Support Representative (PSR), you will be the first point of contact for patients, providing exceptional service, accurate call routing, and timely resolution of patient needs. You will play a key role in ensuring every patient feels heard, supported, and connected to care.
*Working hours: Monday - Friday, 10:00 am - 6:30 pm EST*
Responsibilities will include:
- Answer inbound patient calls promptly, following established workflows to resolve questions or route to the correct department.
- Accurately document all calls, messages, and follow-ups in the EMR and other systems.
- Make outbound calls as assigned for scheduling, patient follow-up, and targeted call campaigns.
- Maintain patient confidentiality in compliance with HIPAA and internal privacy standards.
- Meet or exceed established performance metrics, including handle rate, routing accuracy, and SLA adherence.
- Collaborate with clinical and administrative teams to ensure smooth patient transitions and handoffs.
- Perform other duties as assigned to support patient care and departmental goals.
- This role reports to the Lead Patient Support Representative / Manager of Patient Support and Retention.
What makes you a fit for the team:
- You are excited to work in a startup environment, with the ambiguity and shifting priorities that might come with it at times.
- You are passionate about our mission to improve the lives and healthcare outcomes of marginalized communities.
- You are comfortable managing a high volume of calls while maintaining accuracy and professionalism.
- You triage well under pressure, quickly spotting what’s urgent vs. routine and choosing the right next step.
- You move fast and document cleanly: concise messages, correct routing on the first try, complete notes in the EMR.
- You communicate with warmth and professionalism over text and phone, and you can de-escalate frustrated patients.
- You’re systems-savvy (navigating our EMR+CRM at the same time) and follow workflows while knowing when to escalate.
- You’re metrics-minded and coachable—SLA/KPI targets guide your day, and you welcome QA feedback.
- You bring a mission-first mindset and protect patient privacy (HIPAA).
- Flexibility for coverage windows (e.g., occasional evenings/weekends) is a plus; bilingual Spanish/English is a plus.
Desired skills and experience:
- Required:
- At least 2 years of experience in a customer service function within a healthcare setting
- Excellent customer service and communication skills, with the ability to quickly build trust with patients
- A flexible and positive attitude
- Ability to follow protocol for handling many different kinds of patient calls
- Strong computer skills and basic knowledge of G-Suite (e.g., Google Docs/Sheets)
- Can handle multiple tasks at once, such as typing notes while talking and working in 2 systems at the same time
- High speed internet (an internet test will be sent via email to confirm speed based on role requirements)
- Preferred:
- Experience working in an Electronic Medical Record (EMR) system
- Experience working with patients on Medicaid
$21 - $21 an hour
The base salary range for this full-time position is $21/hour + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Our talent team can share more about the specific salary range for your preferred location during the hiring process.
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For Patient Facing Roles
To keep our patients, communities and each other safe, you'll be required to comply with Accompany Health’s medical clearance requirements, including completing a TB screen and providing proof of immunity or vaccination for certain conditions. This is a condition of employment, and we make exceptions as required by law. Accommodation for religious and medical beliefs will be provided on a case by case basis.
We embrace diversity and believe it creates a healthier atmosphere: Accompany Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
