Patient Care Consultant - Remote Honduras

Overview
The Patient Care Consultant (or Care Specialist) is the first point of contact for prospective patients and plays a critical role in supporting the growth of a healthcare provider’s patient pipeline. This role provides information, guidance, and support to help patients determine whether a specific service, procedure, and provider is the right fit for their needs.
The Care Specialist manages inbound and outbound communications, including calls, chats, texts, emails, and web inquiries from interested patients. Using proprietary training, tools, and technology, the primary goal is to support patients throughout their care journey and ensure confidence in their provider selection.

Responsabilities
Demonstrate active listening and empathy to understand patients' needs related to clinical procedures offered by providers

Assess and qualify leads with compassion and confidence, scheduling consultations and follow-up appointments as appropriate

Manage inbound and outbound communications via calls, texts, chats, web forms, and other channels

Communicate patient inquiries, emergencies, and concerns to the appropriate internal or client teams

Ensure all leads are followed up within required timelines according to quality standards and approved communication channels (calls, SMS, email, etc.)

Maintain accurate and complete lead documentation in CRM and related systems

Follow up with patients after consultations and post-procedure care as required

Serve as a liaison between patients and clinical offices

Identify and escalate trends in patient pipelines (e.g., no-show reasons, scheduling delays, payment trends)

Collaborate with internal teams to support client strategies and improve patient experience and revenue growth

Perform data entry to support weekly/monthly reporting and operational tracking

Other duties as assigned

Preferences & Soft Skills
Passion for helping and building relationships with people from diverse backgrounds

Strong team orientation with the ability to work independently

Goal-driven mindset with strong execution focus

Excellent communication skills, including active listening, clear articulation, and professional demeanor

Strong multitasking ability (e.g., typing while speaking)

Experience with CRM systems or database tools preferred

Detail-oriented with strong organizational and time management skills

Ability to work asynchronously with remote teams

Capable of managing multiple projects across different clients or priorities

Qualifications
Prior experience in customer service, hospitality, healthcare patient services, or social work

Associate’s degree preferred or equivalent relevant experience

Other Skills & Abilities
Strong critical thinking and independent decision-making skills

Excellent organization and prioritization abilities

Ability to maintain confidentiality and handle sensitive information

Close attention to detail and accuracy

Technical Requirements

Internet
High-speed, hardwired internet connection (minimum 40 Mbps up / 40 Mbps down)

Equipment
Approved HIPAA-compliant USB corded headset with noise cancellation

Dedicated computer setup as required (provided by employer if applicable)

Environmental Requirements
Fully remote position

Dedicated private workspace with a door for confidentiality and focus

Quiet, secure environment suitable for calls and video meetings

No background noise during working hours

Schedule & hours
Generally aligned with client business hours (7:00 AM – 4:00 PM local time)

Flexibility may be required based on client needs and time zones

Schedule may vary depending on training or team coverage requirements

Professional Development
Annual HIPAA and security compliance training

Ongoing monthly professional development sessions (e.g., service line education, systems training, QA improvement)

Industry Focus
Supports healthcare services where patients make high-consideration decisions, including:
Bariatric (Weight Loss)

Fertility & Women’s Health (OB/GYN)

Orthopedics (Joint Replacement)

Cosmetic Procedures

Hospice & Home Health

Cardiac Care

Philosophy
Customer experience goes beyond customer service.
It is a proactive approach focused on understanding patient needs and anticipating the next step in their care journey.

Role Purpose
Provide personalized patient support before, during, and after care by delivering accurate information, guidance, and resources that help patients move confidently through their healthcare journey.

Join Us and Enjoy These Perks!
Competitive Salary: Earn a USD salary that matches your skills and experience.

Paid Time Off: We value work-life balance, offering PTO so you can recharge.

Health Insurance Subsidy: Your health matters, and we help with a subsidy to cover your care.

Salary Reviews every year!

Paid Training and Certifications

Ready to put your puzzle-solving skills to the test? Join our team today!
Want to learn more about us?
LinkedIn: Puzzle
Instagram: @puzzle.tech_