Customer Service Specialist (Healthcare)- Lakeland, FL

About PatientIQ PatientIQ is a fast-growing health tech company on a mission to improve patient outcomes. We partner with healthcare providers, medical device companies, and researchers to collect, analyze, and act on patient-reported outcomes data at scale — poweringsmarter clinical decisions and accelerating the future of value-based care. Headquartered in Chicago and backed by top-tier venture capital and major health system investors, PatientIQ is building the largest platform for healthcare providers, industry partners, and researchers to collaborate on what matters most: helping patients get better. The opportunity Healthcare organizations are under increasing pressure to collect patient-reported outcome (PRO) data to comply with CMS mandates and demonstrate care quality. While PatientIQ's platform automates the majority of that outreach digitally, some patients require a more personal touch - a real person on the other end of the line. PatientIQ is expanding its patient outreach function, and we're looking for someone ready to grow with it. As a Patient Outreach Coordinator, you'll conduct outbound calls to patients on behalf of our health system customers, working to ensure they complete outstanding PRO surveys at critical care milestones. You'll have real input into how this function evolves - identifying patterns, refining scripts and workflows, and helping shape the processes that make patient outreach more effective as we grow. This is an ideal role for someone early in their career who is detail-oriented, comfortable on the phone, and energized by the opportunity to improve and refine how things work rather than simply follow a fixed script This is a CONTRACT role with hourly pay, expected to be around 40 hours per week. It is not benefits eligible. What you'll do • Conduct outbound calls to patients on behalf of PatientIQ health system customers, guiding them to complete outstanding PRO surveys at pre- and post-operative timepoints • Follow approved call scripts and objection handling guides, adapting your approach based on patient context while staying within defined protocols • Log every call attempt with accuracy and notes using PatientIQ's internal tracking tools • Manage your daily call queue by priority, ensuring highest-risk patients (those closest to survey expiration windows) are reached first • Adhere strictly to HIPAA requirements, do-not-call policies, and approved voicemail protocols at all times • Escalate clinical questions or concerns immediately using the defined escalation path • Provide regular feedback on call patterns, patient objections, and process gaps to help the team continuously improve scripts, workflows, and tooling • Participate in training and quality review sessions as the outreach program matures What success looks like We believe clarity drives performance. Here's what the first 90 days look like in this role: 30 days - Completes onboarding and PatientIQ platform training - Demonstrates accurate call logging with no material errors - Passes a script read and live call observation with hiring manager - Has begun making independent calls 60 days - Independently managing full daily call queue across active pilot accounts with no daily check-in required - Logging accuracy consistently high (reviewed weekly) - Has surfaced at least one process observation or improvement suggestion 90 days - Measurable PRO completion lift attributable to call outreach on at least one pilot account - Call handling feels natural and confident across all four scenario types (live, voicemail, objection, clinical escalation) - Has contributed meaningfully to at least one script or workflow refinement Requirements What you bring • Bachelor's degree or equivalent practical experience • Prior experience in a patient-facing, customer service, or outbound calling role • Strong verbal communication skills and comfort engaging with patients over the phone with empathy and professionalism • High attention to detail and a habit of thorough, accurate documentation • Process-oriented mindset, you notice when something could work better, and you say so • Ability to work independently in a remote environment with minimal day-to-day supervision Nice to have • Bachelor's degree in a healthcare-related field or equivalent practical experience • Familiarity with healthcare terminology, clinical workflows, or patient engagement concepts • Experience in high growth SaaS environments • Familiarity with HIPAA or other compliance frameworks • Demonstrated experience in healthcare operations, quality improvement, or care coordination Benefits Why PatientIQ? • Mission-driven work. We're solving a hard problem that matters — improving patient outcomes through better data. Every person here is working on something real. • True idea meritocracy. Great ideas win, regardless of title. We encourage every team member to challenge the status quo. • World-class team. You'll work alongside people who are at the top of their fields in health tech, enterprise software, and clinical science. • Fast-growing. We're building the largest platform for healthcare providers and industry to collaborate — and we're just getting started. • Great benefits. Top-notch health, dental, and vision. 401(k). Flexible PTO — we trust you to take the time you need. Professional development stipends. • Real ownership. This is not a role where you maintain someone else's playbook. You'll build, shape strategy, and see your impact directly.

ROI Medical Records Specialist - Remote

Sharecare · Abilene, TX

Job Description: Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem to help improve care quality, drive better outcomes, and lower costs. Through its data-driven AI insights, evidence-based resources, and comprehensive platform – including benefits navigation, care management, home care resources, health information management, and more – Sharecare helps people easily and efficiently manage their healthcare and improve their well-being. Across its three business channels, Sharecare enables health plan sponsors, health systems and physician practices, and leading pharmaceutical brands to drive personalized and value-based care at scale. To learn more, visit www.sharecare.com . Job Summary: This position is responsible for processing all release of information requests in a timely and efficient manner ensuring accuracy and providing customers with the highest quality product and customer service. Associate must at all times safeguard and protect the patient's right to privacy by ensuring that only authorized individuals have access to the patient's medical information and that all releases of information are in compliance with the request, authorization, company policy and HIPAA regulations. Essential Job Functions: • Completes release of information requests including retrieving patient's medical chart and returning chart, scanning medical record accurately and correctly and transmitting daily, according to requests, established procedures, and established standards of quality and productivity. • Date stamps all requests and highlights pertinent data to facilitate processing. • Validates requests and authorizations for release of medical information according to established procedures. • Performs quality checks on all work to assure accuracy of the release, confidentiality, and proper invoicing. • Maintain equipment in excellent operating condition (inside and out). • Provides excellent customer service by being attentive and respectful; insures understanding of customer request and follows-through as promised; and being proactive in identifying client concerns, or problems. • May receive incoming requests including opening mail, telephone inquiries, and retrieving facsimile inquiries, depending on the needs to the client. • Maintains a neat, clean, and professional personal appearance and observes the dress code established. • Maintains a clean and orderly work area, insures that records and files are properly stored before leaving area. • Maintains working knowledge of the existing state laws and fee structure • Works within scope of position and direction; willingly accepts assignments and is available to take on additional facilities or help out during backlogs • Carries out responsibilities in accordance with client/site policies and procedures, including HIPAA, state/federal regulations related to operations, and labor regulations. • Maintains confidentiality, security and standards of ethics with all information. • Work with privileged information in a conscientious manner while releasing medical records in an efficient, effective, and accurate manner. Qualifications: • High School Diploma (GED) required • A minimum of 2 years prior experience in a medical records department or like setting preferred • Must have strong computer software experience – general working knowledge of Microsoft Word and Excel required • Excellent organizational skills are a must • Must be able to type 50 wpm • Must be able to use fax, copier, scanning machine • Must be willing to learn new equipment and processes quickly. • Must be self-motivated, a team player • Must have proven customer satisfaction skills • Must be able to multi-task Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law. Sharecare is an Equal Opportunity Employer and doesn't discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status,or other non-merit factor.

Patient Outreach Coordinator (Contract)

HirexHire · Slaton, TX

Patient Outreach Coordinator (Contract) Our client is seeking a Patient Outreach Coordinator to support patient engagement by conducting outbound outreach on behalf of healthcare provider partners. This individual will connect with patients to encourage completion of patient-reported outcome surveys, maintain accurate documentation, and help improve outreach processes as the program continues to scale. This is an excellent opportunity for someone who enjoys helping others, communicates with empathy, and thrives in a structured, process-driven environment. This is a long-term contract opportunity. Conduct outbound calls to patients, encouraging completion of patient-reported outcome surveys at designated points throughout their care journey. Follow established call scripts, communication guidelines, and escalation procedures while adapting conversations to each patient's needs. Accurately document call activity, patient interactions, and survey status within internal systems. Manage and prioritize a daily outreach queue to ensure timely follow-up with patients approaching survey deadlines. Maintain compliance with HIPAA requirements, patient privacy standards, and approved outreach protocols. Escalate clinical questions or patient concerns to the appropriate internal teams following established procedures. Provide feedback on patient trends, common objections, and process improvement opportunities to enhance outreach effectiveness. Participate in ongoing training, quality assurance reviews, and continuous improvement initiatives as the outreach program evolves. Bachelor's degree or equivalent professional experience. Previous experience in a customer service, patient support, patient outreach, call center, or other phone-based role. Strong verbal communication skills with the ability to engage patients professionally, empathetically, and confidently over the phone. Excellent attention to detail and experience maintaining accurate documentation and records. Ability to work independently while managing daily priorities in a remote environment. Process-oriented mindset with a willingness to identify opportunities to improve workflows and overall efficiency. Experience working within healthcare, healthcare technology, or regulated environments is preferred. Familiarity with HIPAA, patient engagement programs, healthcare terminology, or care coordination is a plus. Our client was selected as one of the top 50 "Best Small Companies to Work For in Chicago" and they pride themselves on their team culture and shared passion for working together to solve meaningful problems in health care to improve patient lives. Check out a few of their benefits below: They are Mission Driven - our client's team is motivated to solve complex problems, drive medicine forward, and ultimately improve patient outcomes. True Idea Meritocracy - great ideas win out. They encourage all team members to challenge the status quo because their mission demands this. World-Class Team - they're at the top of our industry because of our employees. They're the best investment they can make, and they never forget that. Fast Growing - they are building the largest platform for healthcare providers, industry partners, researchers, and others to collaborate on the mission to improve patient outcomes.

$17.71–$25.28/hr

Customer Service Representative I

Mass General Brigham · Abilene, TX

Site: Mass General Brigham Incorporated Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. Job Summary Reporting to and working under the general direction of the Manager, the teammates in Patient Billing Solutions (PBS) review and resolve guarantor account balances. Contact with guarantors can be either inbound contacts or outbound contacts that are generated by phone, written correspondence, email or secure Epic in-basket requests. Primary focus includes timely responses to guarantor inquiries generally matching the method that was used to contact PBS. Account resolution takes many forms including securing payments, making appropriate adjustments, initiating reviews of insurance processing, refunding guarantor balances or resolving a wide range of registration, demographic or insurance coverage issues. Some guarantor accounts will be queued for action due to the account being placed in a Work Queue that is designated for action by a PBS team. Most staff will have some responsibility to answer phone calls via an Automated Call Distribution (ACD) process (i.e. Call Center). This responsibility will vary based on the specific team assignment. Account resolution typically requires expertise in multiple modules in Epic, including HB Resolute, PB Resolute, Registration/ADT and Credit Specialist training. Broad based knowledge of medical billing and insurance processing is also required. Staff must be able to respond knowledgeably to a wide range of issues for every contracted and non-contracted payer, including government and non-government payers presenting their findings professionally in language that the guarantor can understand. Staff must be diligent in following HIPAA Privacy guidelines. The primary goal of PBS is to resolve the guarantor's concerns focusing on providing excellent customer service that enhances their overall experience with MGB. - Respond to patient/guarantor/Customer concerns which span a wide range of issues including payer denials, coding accuracy/appropriateness, secondary billing, Coordination of Benefits, verification of co-payments/co-insurance/deductibles and verification/updates to demographic/insurance information and fiscal registrations to verify the patient's responsibility for all outstanding balances. Verification process routinely includes contacting other departments at MGB/RCO/entities, payers, affiliated physician organizations and other vendors (Collection Agencies and other outsource agents). Representative must be fully versed in MGB - Credit & Collection Policy and Financial Assistance Policy and must inform patients of all assistance available to them when making payment arrangements, processing payments, application, or referring patients to Financial Counseling. - Provide timely, professional, and accurate account review, analysis, and resolution of patient inquiries. Whenever possible, resolve issues during the initial telephone call. Verify the patient's fiscal and demographic information at every opportunity and make appropriate updates to various billing systems to ensure claims are processed appropriately and Medicare as a Secondary Payer questionnaire. Resolve complex issues with minimal external or supervisory involvement. Document all patient interactions and account actions in assigned billing systems to establish a clear audit trail. - Obtain information from and perform actions on accounts in Epic (HB and PB Resolute) and for selected HB accounts, TRAC and QUIC. Look up information in other support systems as needed including, but not limited to, Legacy Data Access LDA, document imaging (OnBase), eligibility verification systems (NEHEN, payer web sites) and other document backup (Sharepoint) to identify root cause issues. Use systems and information to resolve issues and respond to the patient's inquiry. Obtain information from internal third-party payer units, intermediaries for professional practices and hospital departments, payers, ambulance companies and other hospitals/Home Health/Rehab Facilities to help resolve the patient's inquiry. - Understand liability claims, legal basics, medical terminology, a general knowledge of the MGB network hospitals including major variations in administrative protocols as well as key industry issues. - Must provide cordial, courteous and high-quality service to callers. Must listens attentively to patients by placing customer concerns ahead of oneself. Understand and practice concern for patients as the ultimate consumers of service. - Effectively handle all communications, which may include via Work Queues, correspondence, telephone and emails (MGB emails and Patient Gateway/Epic Inbox messages, from patients and other departments within MGB. Utilize customer service, collections, and billing experience to gather and interpret relevant information to resolve patient account issues and complaints. - Follow through on commitments and achieves desired results. Exhibits sound judgment, obtains the facts, examines options, gains support and achieves positive outcomes. - Properly document every account that is accessed. Document with clear concise notes. - Ensure accurate patient billing through review of account history, third party billing activity and analysis of payments and adjustments. Seek expert assistance from other departments such as Coding, Third Party Billing/Follow Up, Revenue Control/Cash Processing, and Group Practice Billing Managers by making appropriate inquiries through established channels. - Identify root cause(s) of guarantor/patient inquiries and report findings to management for appropriate resolution to future accounts. Follow up on individual issues to assure they are completed. Record and classify all communications in the appropriate systems for statistical reporting. - Submit patient credit balances that need to be refunded to the appropriate parties for action by verifying the reason for the credit. - Communicate clearly and concisely both orally and in writing. Follow established regulations and procedures in collection, recording, storage and handling of information. Ensure required documentation of issues is complete, accurate, timely and legible. Protect and preserve confidentiality and integrity of all information according to MGB HIPAA confidentiality policy. - Supports and demonstrates the values of the MGB and affiliates by conducting activities in an ethical manner with integrity, honesty, and confidentiality. Demonstrates a positive, open-minded, can-do attitude. Represents a team perspective and willingness and enthusiasm to collaborate with others. Enthusiastically promote a cooperative team environment to provide value to all customers. Listen and interact tactfully, diplomatically and effectively without alienating others. - Follows through on commitments and achieves desired results. Exhibits sound judgment, obtains the facts, examines options, gains support, and achieves positive outcomes. - Maintain high standards of professional conduct. Comply with the all applicable MGB Patient Billing Solution policies and procedures. Follow department attendance expectations and arrive for work well prepared at the expected time. Attend required training. - Specific expectations and accountabilities include: - Consistently answer calls at the average of the daily rate for the team, typically at least 40-50 calls per day. - To the degree possible, maintain a daily list of all accounts accessed. Provide supervisor/manager with an account listing of all unresolved issues weekly. - Representative resolves at least 80% of patient issues without referring the call to the supervisor/manager. - Pass routine quality assurance reviews at an average of >90% - Performs other duties tasks or projects as assigned. Able to work and think independently while being self-motivated. Qualifications • High School diploma or GED equivalent required • Associates Degree preferred but not required • Epic billing systems knowledge preferred • Effective communication, organizational and problem-solving skills required. • 1-3 years relevant experience in customer service or collections in a health care setting strongly desired. • Alternative work experience or training in lieu of experience may be considered. Additional Job Details (if applicable) • M- F, Eastern 8:00 AM-4:30 PM EST hours required • Role is remote with onsite requirements as needed in Somerville, MA for onsite meetings. Remote Type Remote Work Location 399 Revolution Drive Scheduled Weekly Hours 40 Employee Type Regular Work Shift Day (United States of America) Pay Range $17.71 - $25.28/Hourly Grade 2 At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package. EEO Statement: 0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642. Mass General Brigham Competency Framework At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.