Job Description

We are seeking a compassionate, detail-oriented Patient Care Specialist I to join our team in Vancouver, WA. In this hybrid role, you will serve as a key point of contact for patients and customers regarding RS Medical products and services. You will handle inbound and outbound phone communications, provide patient education, promote treatment compliance, and support overall customer service operations.

The ideal candidate is an excellent communicator who is passionate about helping others, thrives in a collaborative environment, and is committed to delivering exceptional customer experiences. Responsibilities include providing patient instruction by phone and virtual platforms, documenting and assessing product complaints, and partnering with both patients and internal teams to ensure accurate information is communicated professionally and effectively.

Schedule

• Initial training will be conducted onsite in our Vancouver, WA office.
• Following successful completion of training, employees will be eligible for a hybrid schedule with 2 days per week in the office.
• Full-time, 8-hour shifts
• Monday through Friday
• Day shift

General Responsibilities

• Maintain compliance with healthcare regulations, HIPAA, company policies, and departmental procedures.
• Provide patient education and product instruction virtually and over the phone.
• Receive, assess, and document product complaints thoroughly and accurately.
• Collaborate with Sales and other internal teams regarding patient accounts and communications.
• Deliver prompt, empathetic, and professional service to patients and customers.
• Collect payment information and update customer account details, including address, email, and phone number changes.
• Monitor call volumes and utilize internal systems to help ensure appropriate telephone coverage.
• Maintain accurate documentation and records in accordance with company standards.

Requirements

Required Experience & Qualifications

• Ability to work a hybrid schedule, including onsite and remote work based on business needs. The current schedule requires 2 days per week in the office following initial training.
• 6 months to 1 year of experience in a call center, healthcare setting, or customer service role with significant telephone interaction.
• Proficiency with Microsoft Office applications, including Word, Excel, and Outlook.
• Experience utilizing automated information systems to review and manage patient accounts.
• Strong verbal and written communication skills.
• Demonstrated active listening skills, including the ability to understand customer needs, ask appropriate questions, and respond effectively.
• Basic math skills and strong reading comprehension.
• Ability to work collaboratively within a team environment.
• Ability to maintain a professional, secure, and distraction-free remote work environment that supports productivity and confidentiality.
• Self-motivated, dependable, adaptable, and accountable.
• Strong organizational skills and attention to detail.
• Effective problem-solving skills with a willingness to learn and grow.
• Ability to quickly learn and navigate departmental systems and workflows.

Preferred Experience & Qualifications

• Experience working in a clinic, hospital, medical office, or other healthcare setting.
• Experience with CRM systems, such as Salesforce.
• Knowledge of or experience with Veterans Affairs (VA), Workers' Compensation, or Personal Injury Protection (PIP) claims processes.
• Experience working directly with patients.
• Bilingual language skills are valued but not required.

How We'll Take Care of You

• Medical, dental, and vision insurance
• 401(k) with company contribution
• Generous paid time off, including:
  • Vacation accrual starting at 3 weeks annually
  • Sick time
  • Paid holidays
• Life insurance
• Short-term and long-term disability coverage
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Company-paid Employee Assistance Program (EAP)

Physical RequirementsThis position is performed in a general office environment and requires frequent or continuous periods of:

• Sitting
• Talking and listening
• Keyboarding and data entry
• Repetitive hand and wrist movements
• Reaching, grasping, and handling objects

The role also requires occasional:

• Standing
• Walking
• Bending
• Squatting
• Lifting, carrying, pushing, or pulling up to 25 pounds

Good vision and hearing are required to perform the essential functions of this position.