Job Description

Job Summary

The Patient Support Specialist (PSS) plays a vital role in ensuring a smooth, consistent, and patient-centered experience across all stages of care. This dynamic role blends relationship management with operational coordination, including appointment scheduling, billing support, and patient communication.


PSS team members are cross-trained across all key administrative functions and serve as the central support partner for patients and providers. Whether working from HQ or directly within a clinic, the PSS ensures that each patient receives timely information, thoughtful guidance, and consistent follow-through.

Responsibilities

Patient Experience & Onboarding

Respond promptly and professionally to new patient inquiries via phone or digital platforms Guide new patients through the onboarding process with warmth, clarity, and accuracy Deliver a welcoming experience that sets the tone for long-term engagement

Appointment Coordination

Assist in scheduling and managing patient appointments across the care journey (labs, provider visits, follow-ups) Work with the clinic team to proactively confirm and reschedule appointments as needed Ensure smooth transitions between visits and prevent gaps in care

Billing Support

Process payments and assist with billing inquiries from patients Escalate complex or sensitive billing issues to the appropriate leader Maintain accurate documentation of financial activity in the system

Ongoing Communication & Engagement

Use the patient communication platform to follow up with patients throughout their treatment Support refill adherence, cadence reminders, and proactive outreach Anticipate patient needs and ensure timely touchpoints that reinforce trust and satisfaction

Internal Collaboration & Documentation

Document all patient interactions clearly and promptly in the appropriate systems Communicate effectively with clinical and support teams to coordinate care Raise concerns, delays, or workflow issues to the PSS Manager as appropriate

PSS I -

Entry-level role for individuals building foundational skills in the PSS function. Focuses on learning Rejuvime systems, tone, and workflows.

Completes onboarding & core system training Requires day-to-day guidance Developing consistency in documentation & communication Patient-first attitude Must maintain a positive performance review to be considered for advancement

PSS II -

Fully proficient team member who performs duties independently, manages patient relationships confidently, and serves as a dependable contributor.

Works with minimal supervision Consistently meets expectations for accuracy, communication, and cadence Acts as resource for PSS I peers Takes ownership of Pod tasks Must maintain a positive performance review to be considered for advancement

Minimum Education and Experience Requirements

High school diploma or equivalent 1+ year in a customer-facing role (healthcare, hospitality, or service industry preferred) Excellent verbal and written communication skills Proficiency using digital platforms, multitasking, and working in a fast-paced environment Valid Driver's License

Preferred Education or Experience

Experience in a medical office or patient support role Familiarity with EMR and/or CRM systems Bilingual (Spanish/English) is a plus

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift 15 pounds at times.

Knowledge, Skills, and Abilities

Teamwork

- Collaborates with peers, nurses, providers, and leadership to ensure a smooth and consistent patient experience. Willing to assist others and contribute to a shared sense of success.

Respectful

-Communicates with empathy, professionalism, and courtesy -- always treating patients and coworkers with care and dignity.

Dedication

-Takes initiative, follows through on responsibilities, and stays focused on the details that protect the patient journey.

Service-Oriented

- Puts patients first by anticipating needs, responding promptly, and going the extra mile to ensure comfort and clarity *

Authentic

-Brings honesty, warmth, and integrity to every interaction -- showing up as a reliable and trustworthy voice in the patient's care experience.