Healthcare Support Specialist, Remote

Team: Operations

Location: Austin, TX

Commitment: Full Time

Workplace Type: remote

Responsibilities:

Respond to patient inquiries through chat, email, and internal messaging with clarity, warmth, and professionalism.

Break down complex topics (billing, CPT codes, coverage, device returns, etc.) into simple, patient‑friendly explanations.

Maintain a consistent tone that reflects Salvo’s values: supportive, empowering, and solution‑oriented.

Follow up proactively until each issue is fully resolved — no loose ends.

Document all interactions clearly and accurately so the next agent or clinician can pick up without confusion.

Follow established workflows for benefit checks, escalations, and provider‑office boundaries.

Ensure all information given to patients is consistent with Salvo policies and updated processes.

Troubleshoot patient issues related to the app, onboarding, or device setup before escalating.

Identify recurring issues and flag them to leadership with context and examples.

Adapt quickly to new tools, workflows, and process updates.

Monitor Slack for team tags and respond promptly when not on calls.

Partner with Engagement to ensure smooth handoffs and aligned messaging.

Support teammates by sharing knowledge, answering questions, and maintaining a positive, accountable culture.

Show up on time, prepared, and camera‑ready for meetings and trainings.

Take ownership of your queue, your follow‑ups, and your accuracy.

Ask questions when unsure and seek clarity rather than guessing.

Experience Requirements:

3+ years of experience in healthcare billing, health insurance support, or a related patient‑facing support role

3+ years of experience breaking down complex topics (billing, CPT codes, coverage, device returns, etc.) into simple, patient‑friendly explanations

Strong technical proficiency with the ability to navigate multiple systems, tools, and platforms simultaneously

Experience conducting patient or customer conversations while documenting and troubleshooting in real time

Deep familiarity with insurance terminology, benefits, claims, CPT codes, and coverage workflows

Ability to sit at a workstation for extended periods using a computer and headset to support patients

Excellent interpersonal, verbal, and written communication skills with the ability to simplify complex information

Proven experience handling confidential and sensitive patient data in compliance with HIPAA

Ability to thrive in a fast‑paced, high‑growth environment with evolving processes and expectations

Strong attention to detail and accuracy in documentation, follow‑ups, and patient communication

Goal‑oriented with a focus on delivering high‑quality support and meeting performance expectations

Remote work experience preferred

Bilingual a plus (English/Spanish)

Must have a hard‑wired, high‑speed internet connection