Patient Support Specialist

Who We Are 

Geode Health is a rapidly growing, national provider of outpatient mental health services. Our mission is to empower our patients to live healthier, more rewarding lives through accessible, affordable, and effective mental healthcare tailored to their needs. Our Patient Support Center is the front door to that care, often a patient’s first human connection with Geode and the first step in removing barriers between someone seeking help and the provider who can support them. 

The Role 

The Patient Support Specialist is a high-impact, phone-first role at the heart of patient access and acquisition. You are an ambassador for patients and care teams and the first voice many prospective patients hear and a key partner in helping them move from interest or referral to a scheduled first visit. You’ll turn high-intent inbound calls, referral callbacks, and web leads into appointments while delivering a warm, hospitality-driven experience. A smaller share of your day is spent helping established patients by resolving simple requests or routing them to the right team. 

This is a fast-paced, quality-focused environment for people who care deeply about both outcomes and experience. You’ll use strong virtual human connection, sound judgment, and customer-centric problem solving to remove barriers to care, connect each patient to the right provider, and help activate a trusted relationship with their care team. If you bring empathy, urgency, and a growth mindset, and believe every call is an opportunity to help someone take the next step, this role is for you. 

What You’ll Do 

Convert High-Intent Inbound Calls  

• Answer new patient inbound calls, including referral callbacks and consumer leads with warmth, urgency, and a bias toward booking the first visit. 

• Match each patient to the right provider using screening questions, insurance, provider preferences, and scheduling tools to secure the best-fit appointment. 

• Guide ambivalent or hesitant callers toward a confident “yes” using empathy, reflective listening, communication frameworks and sound judgment while removing barriers without pressure. 

• Set clear expectations for the first visit so patients arrive informed, comfortable, and ready to attend. 

• Collaborate with internal teams when needed to resolve open questions and create a seamless handoff for patients and providers. 

Support Established Patients 

• Handle a smaller volume of established-patient contacts, resolving simple requests or routing to the right team quickly and accurately. 

• Capture complete, accurate patient context and insurance information; follow up to close any gaps. 

Grow Through Coaching & Quality 

• Work toward individual and team goals for conversion, answer rate/service level, quality, and after-call work, using feedback and performance insights to keep improving. 

• Welcome regular call auditing and coaching as fuel for growth; apply feedback quickly and consistently. 

• Document every interaction accurately in our systems with the right context and a clear next step for each patient. 

Own Patient Experience 

• Create a calm, personalized experience that helps patients feel confident taking the next step in care. 

• Protect patient privacy by maintaining strict confidentiality and following HIPAA and all privacy requirements. 

• Flex with changing workflows, volumes, and schedules while supporting the broader team as needs shift. 

Who You Are 

• A hospitality-minded people person - you make others feel genuinely cared for and you love creating great experiences. 

• Motivated by goals and comfortable using feedback and performance insights to improve. 

• A persuasive, empathetic communicator who can navigate emotional or complex conversations with calm and confidence. 

• You stay organized and calm while handling multiple systems, changing priorities, and a high volume of calls. 

• Coachable and self-aware - you welcome feedback, know your strengths, and actively develop your areas of opportunity. 

• Passionate about mental healthcare and Geode’s mission to expand access to exceptional care. 

What You Bring 

• 1–3+ years in a customer-facing, phone-based, or hospitality role; healthcare, call center, or sales/conversion experience is a strong plus. 

• Comfort working in a goal-oriented, quality-focused environment. 

• Familiarity with insurance plans and benefits, or the ability to learn them quickly (preferred). 

• Strong computer skills and the ability to navigate multiple systems while maintaining a warm, focused conversation with the patient. 

• A quiet, professional remote workspace and reliable connectivity. 

• Associate’s or bachelor’s degree preferred.