Patient Support Specialist

Patient Support Specialist

Location: Indianapolis, IN | Initially Remote, Transitioning to On-Site

Job Type: Part-Time (30 Hours per Week) | Permanent

Job Reports To: Enrollment & Consent Manager

Schedule: Monday–Friday | 9:00 AM–3:00 PM PST (6 Hours Daily)

Pay Rate: $21.00/Hour (W-2) + Shift Differential

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 & logistics:

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 culture is built on five principles that shape how we work, lead, and grow:

• Care: We care deeply about each other, our colleagues, patients, providers, clients, and communities we serve, knowing that what we do has a meaningful difference in people’s lives.
• Curiosity: We stay curious, are bothered by limitations, and never settle for complacency because yesterday’s answers won’t solve tomorrow’s problems.
• Clarity: We get concrete and create clarity through focused thinking, direct communication, and decisive action so great teams can move fast.
• Craftsmanship: We believe excellence and innovation are habits.
• Commitment: We are relentlessly committed to winning together the right way.

Our Compensation & Benefits:

• Competitive compensation based on experience and impact
• Comprehensive medical, dental, and vision coverage for qualified employees and dependents at a low cost
• Generous Paid Time Off: up to 35 paid days off each year so you can recharge, recover, and give back, including:
  • 12 vacation days accrued annually for rest, travel, and personal time
  • Up to 9 sick/wellness days to prioritize your health and well-being
  • 12 paid company holidays throughout the year
  • 2 Paid Give-Back Days to volunteer and make a meaningful impact in the communities you care about
• HSA and FSA account options
• 401(k) with company match after 6 months of full-time employment
  • 100% match on the first 3% contributed, and 50% match on the next 2% contributed
• A collaborative, mission-driven team helping transform healthcare at scale

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.

This position is responsible for complying with all organizational security, privacy, and compliance policies applicable to the role, including separation of duties requirements, and for protecting the confidentiality, integrity, and availability of the information and systems they access.

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.