Patient Support Specialist

Location: This position will initially be fully remote and will eventually transition to onsite work at our new Indianapolis office, which is currently under construction.

Job Type: Part-time (30 hours per week), this is a permanent position.

Job Reports To: Enrollment & Consent Manager

Schedule: 6 hours per day / Monday - Friday / 9am-3pm PST

Pay rate: $21.00, W-2, plus shift differential

***This position is not eligible for visa sponsorship***

About Jaan Health/Phamily

Jaan Health is a leading AI-based care management company serving healthcare providers. For nearly a decade, the company has leveraged its easy-to-use, proprietary technology to enable health systems, medical groups, and ACOs to deliver high-quality, high-ROI proactive care to hundreds of thousands of previously underserved patients.

Phamily, the company's core technology platform, has transformed chronic disease management with clinically tested AI and easy-to-use technology that enables physicians and care teams to offer high-touch, individualized patient care that has been proven to reduce investment in extra labor and the overall cost of care. Phamily helps ensure healthcare providers are compensated fairly for providing high-quality care between office visits, while improving the lives of patients with chronic diseases. Learn more at phamily.com.

Job/Role Description:

The Patient Support Specialist plays a frontline role in helping patients understand and enroll in Phamily-enabled care programs. This position conducts high-volume inbound and outbound outreach, educates patients on the value of proactive chronic care support between office visits, and helps strengthen communication between patients, providers, and care teams. Through empathetic phone-based engagement, accurate documentation, and consistent follow-through, this role supports Jaan Health’s mission to deliver more proactive, technology-enabled care that improves patient outcomes, reduces avoidable hospital and ER utilization, and creates meaningful value for providers and patients.

Key Responsibilities:

• Conduct high-volume inbound and outbound patient outreach through phone to educate, engage, support, and enroll eligible patients.
• Explain the purpose, benefits, and value of care management programs in a clear, accurate, and patient-friendly manner.
• Build rapport with patients while professionally addressing questions, concerns, and enrollment objections to encourage participation.
• Manage the Scheduling inbox by responding to patient inquiries, triaging requests, routing clinical concerns, and ensuring timely follow-up in accordance with established workflows.
• Accurately document patient interactions, outreach attempts, enrollment outcomes, and other required information in a timely manner.
• Collaborate with client care teams, providers, and internal partners to ensure a seamless patient experience and continuity of care.
• Follow established outreach workflows, scripts, quality standards, and compliance requirements while adapting conversations to meet individual patient needs.
• Identify and escalate patient concerns, engagement barriers, and operational issues while effectively managing competing priorities and contributing to process improvements that support enrollment success.

Requirements:

• Bilingual English Spanish
• Prior Care Management experience
• Excellent written and verbal communication skills, especially over the phone.
• Ability to perform high-volume, high-quality patient outreach with professionalism and consistency.
• Call center experience and strong telephone etiquette.
• Friendly, personable, and self-motivated approach with a passion for helping others, particularly patients with chronic conditions or ongoing care needs.
• Strong organizational skills, attention to detail, and commitment to accurate record-keeping.
• Comfort using technology and web-based tools, with reliable internet access and use of a personal laptop and smartphone.

Preferred requirements:

• Experience in sales, outreach, or upselling products and services.
• Experience working in healthcare, care coordination, patient engagement, or a startup environment.

Work Style:

We are a fast-growing, early-stage company with a bold mission and significant work ahead, every employee at Jaan Health must embody growth company DNA. This means you have proven success in a high-performing environment: high velocity, strong ownership, comfort with ambiguity, resilience, and a true growth mindset.

You are both a playbook builder and executor—able to design scalable approaches for today while anticipating what the business will need tomorrow, and then follow through to deliver results.

Our expectations are grounded in how we work and lead every day:

• Care – You operate with a deep sense of responsibility to patients, clients, and teammates. You understand that caring for patients, people, and the business are inseparable, and you make decisions that support both long-term impact and sustainable growth.
• Curiosity – You ask “why,” challenge assumptions, and seek better ways of working. You actively learn, test ideas, and pursue solutions that drive meaningful impact—especially when faced with constraints or limitations.
• Clarity – You bring structure to ambiguity. You define goals, simplify complexity, and communicate in a clear, direct, and actionable way. You understand that clarity is respect and that simplicity enables scale.
• Co-Creation – You collaborate across teams, functions, and partners. You actively seek diverse perspectives and understand that the best outcomes come from integrating ideas across the ecosystem—not working in silos.
• Craftsmanship – You are disciplined in execution and committed to continuous improvement. You focus on building high-quality, scalable solutions, balancing speed with precision, and consistently raising the bar.

If you take pride in delivering results, embrace challenges, and proactively seek improvement, then this is the place for you. You’ll join a smart, humble, and collaborative team dedicated to improving healthcare.

Equal Employment Opportunity

Phamily is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other legally protected status.