Healthcare Support Specialist - Remote

About Salvo Health

Salvo Health is revolutionizing care for millions of Americans suffering from chronic gut and metabolic health issues such as IBS and obesity. We offer patients continuous, app-based care with seven-day access through Remote Patient Monitoring (RPM) that is billed under the patient’s insurance. Our interdisciplinary care teams collaborate closely with patients' local doctors to provide personalized, multi-month health journeys, aiming to go beyond symptom treatment and tackle root causes of chronic illness.

Supported by top-tier healthcare investors and driven by expertise from board-certified specialists, registered dietitians, nurses, psychologists, and therapists, Salvo delivers innovative, evidence-based protocols focused on integrative, scalable chronic care.

Role Overview

We are seeking a committed Support Agent to guide patients through their experience with Salvo Health, ensuring they feel well-informed, supported, and confident. This role involves managing patient communications related to onboarding, billing, remote monitoring, and ongoing care coordination with professionalism, empathy, and clarity. The position is fully remote and requires strict adherence to HIPAA and privacy standards alongside meticulous documentation.

Key Responsibilities

• Respond promptly and professionally to patient queries via chat, email, and internal messaging platforms.
• Translate complex subjects such as billing, CPT codes, coverage information, and equipment returns into easy-to-understand language for patients.
• Maintain a supportive, empowering, and solution-focused communication style consistent with Salvo’s values.
• Conduct proactive follow-ups to resolve patient issues thoroughly without leaving unresolved matters.
• Document all patient interactions clearly to ensure seamless handoffs among team members.
• Adhere to established workflows for benefits verification, issue escalation, and boundaries with provider offices.
• Troubleshoot problems related to the app, onboarding processes, and device setup prior to escalation.
• Identify and report recurring issues to leadership with detailed context and examples.
• Quickly adapt to updates in tools, procedures, and internal processes.
• Monitor team communication channels (e.g., Slack) and respond timely when not engaged on calls.
• Collaborate with Engagement teams to guarantee smooth transfer of information and consistent messaging.
• Support colleagues by sharing knowledge, responding to inquiries, and promoting a positive and accountable team culture.
• Attend meetings and training sessions punctually and professionally, ready with camera on.
• Take full ownership of assigned tasks, follow-ups, and information accuracy.
• Seek clarity through questions rather than making assumptions when unsure.

Required Experience & Qualifications

• Minimum of three years’ experience in healthcare billing, health insurance support, or patient-facing support roles.
• Strong technical skills with the capacity to multitask across various systems and software platforms.
• Experience conducting patient or customer communications with thorough documentation and real-time troubleshooting.
• Comprehensive understanding of insurance terms, benefits, claims, CPT codes, and coverage processes.
• Capability to work at a computer and headset for extended periods to assist patients effectively.
• Exceptional verbal and written communication skills with the ability to simplify complex information.
• Proven track record of managing sensitive patient data compliantly with HIPAA regulations.
• Ability to thrive in a fast-changing, high-growth work environment with evolving policies.
• Detail-oriented with strong accuracy in documentation and patient interactions.
• Goal-driven with commitment to providing high-caliber support and meeting targets.
• Previous remote work experience is preferred.
• Bilingual proficiency in English and Spanish is advantageous.
• Reliable, wired high-speed internet connection is mandatory.

Additional Notes

Applicants must reside in the United States. Salvo Health values diversity and inclusion, encouraging candidates from all backgrounds to apply. The recruitment process may involve the use of Artificial Intelligence tools to assist in application review, but all final hiring decisions rest with human evaluators.