Geode Health
Patient Support Specialist
About this role
Geode Health is a rapidly growing, national provider of outpatient mental health services. Our Mission is to “Transform mental health by making it more accessible, affordable and effective”. Position Type: Full-Time |Remote |Hourly, Non-Exempt Compensation: $20 / hour Schedule: Full-time shifts within center hours of operation, Monday–Sunday (Central/Eastern coverage); some evenings and weekends 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 consumerleads 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 frameworksand 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