Healthcare Support Specialist - Remote

About Salvo Health

Salvo Health pioneers an innovative approach to assist millions of Americans managing chronic conditions, primarily focusing on gut health and metabolic disorders ranging from IBS to obesity. Our patients benefit from a "whole patient" care team with continuous accessibility through app-based services, utilizing Remote Patient Monitoring (RPM) to enable insurance billing. This model surpasses episodic visits by promoting ongoing care at home, integrating multidisciplinary support alongside the patient’s local healthcare provider.

Supported by top healthcare venture investors linked to successful innovators like Livongo, Ro, and Ginger, Salvo’s care framework is developed by board-certified specialists including physicians, dietitians, nurses, psychologists, and therapists. Their evidence-based programs offer a personalized multi-month pathway to improved health.

Salvo Health is a trailblazer in delivering scalable, technology-driven, integrative care strategies that go beyond symptom management to tackle the root causes of chronic illnesses.

Eligibility Note: Candidates must reside within the United States.

Role Summary - Support Agent

The Support Agent will provide exceptional assistance to patients throughout their journey with Salvo Health. This pivotal role ensures patients feel informed and supported as they navigate onboarding, billing, remote monitoring, and communication with the care team. Responsibilities include clarifying benefits, resolving issues empathetically, and upholding Salvo’s high standards for compassionate service. This fully remote position demands strict compliance with HIPAA regulations and thorough documentation.

Key Responsibilities

• Respond promptly and professionally to patient inquiries via chat, email, and internal messaging.
• Translate complex subjects such as billing, CPT codes, insurance coverage, and device returns into easy-to-understand explanations.
• Maintain a tone that embodies Salvo’s supportive, empowering, and solution-focused values.
• Proactively follow through on patient issues until fully resolved, ensuring no loose ends.
• Document patient interactions accurately so colleagues can seamlessly continue care.
• Adhere to established protocols for benefits verification, issue escalation, and coordination with provider offices.
• Provide consistent, policy-aligned information to patients.
• Troubleshoot app, onboarding, or device-related challenges before escalating.
• Identify recurring patient issues and alert leadership with detailed context.
• Adapt swiftly to new tools, workflows, and process updates.
• Monitor communication platforms like Slack to respond quickly when available.
• Coordinate closely with Engagement teams to ensure smooth patient experiences.
• Support team members by sharing knowledge and fostering a positive and accountable culture.
• Be punctual, prepared, and presentable for meetings and training sessions.
• Take full ownership of patient queues, follow-ups, and communication accuracy.
• Seek clarification proactively rather than making assumptions.

Required Experience and Qualifications

• Minimum of three years in healthcare billing, health insurance support, or direct patient-facing support roles.
• Strong technical skills to manage multiple platforms concurrently.
• Experience handling live patient or customer communication, including documentation and troubleshooting.
• In-depth understanding of insurance terminology, benefits, claims, CPT codes, and coverage processes.
• Comfortable working extended periods at a workstation with computer and headset.
• Excellent verbal and written communication skills, capable of simplifying complex information.
• Proven ability to manage sensitive patient data in full compliance with HIPAA.
• Thrives in fast-paced, evolving work environments with changing protocols.
• Detail-oriented with precise documentation and follow-up capabilities.
• Goal-driven with a commitment to high-quality support and meeting performance targets.
• Prior remote work experience is preferred.
• Bilingual candidates (English/Spanish) are an asset.
• Must have a stable, wired high-speed internet connection.

Additional Information

Salvo Health may employ artificial intelligence tools during the recruitment process for tasks such as application review and material analysis. These tools assist but do not replace human decision-making. Final hiring choices are made by humans. Contact Salvo Health for details on data processing practices.