Front Desk - Inbound

Job description

About Isaac Health Isaac Health is a fast-growing Series A-stage startup specializing in dementia and brain health care through our multidisciplinary virtual memory clinic. Operating across all 50 states, we partner with payers nationwide to deliver high-quality, patient-centered care. As we expand, we are seeking a dedicated, empathetic, and detail-oriented Virtual Front Desk Receptionist / Patient Services Representative (PSR) to join our team. You will be the first voice our patients and caregivers hear, shaping their entire experience with Isaac Health. Role Overview This role acts as the virtual front desk of our clinic. You will answer phones, assist with scheduling appointments, process referrals and orders, and respond to basic patient questions. You’ll primarily support patients not enrolled in ongoing care navigation services, while also identifying those who may benefit from more comprehensive support. This role is non-clinical and focused on patient services, reception, and administrative excellence. The position blends administrative precision with patient-facing empathy. The ideal candidate can communicate clearly and warmly with older adults, resolve issues efficiently, and uphold the highest service standards to ensure a positive patient experience. Key Responsibilities Patient Intake & Front Desk Support - Answer calls promptly and professionally, serving as the first point of contact for patients and families. - Guide patients through the intake process, ensuring all required forms are complete. - Assist with scheduling appointments and routing patients to the right team (outreach/intake, technical support, care navigation, healthcare providers, billing and eligibility). Referrals, Records & Orders - Process referrals and medical orders accurately and on time. - Coordinate with the internal team to request and send medical records to external facilities in compliance with HIPAA standards. Patient Experience & Service Recovery - Deliver a “white glove” experience by resolving concerns quickly and empathetically. - Communicate with warmth, patience, and clarity — especially with older adults and caregivers who may have cognitive or behavioral challenges. - Recognize when patients may benefit from additional support and connect them to the appropriate team and care navigation and coordination services and supports. Administrative & Financial Support - Process patient copays and coinsurance, coordinating with billing staff as needed. - Coordinate with the patient IT support team to provide basic technical support for patients preparing for virtual visits (video setup, log-in troubleshooting). Requirements - 2–3+ years of experience in healthcare, medical reception, patient services, or call center support (U.S. healthcare experience required). - Registered Nurse (RN) license strongly preferred but not required — candidates with an RN background may be especially well-suited given the patient population, though this is a non-clinical role. - Excellent phone presence and communication skills, with the ability to speak clearly and empathetically with older adults. - Strong organizational skills and attention to detail; able to manage multiple priorities. - Familiarity with virtual care platforms, scheduling systems, and collaboration tools (e.g., EMRs, Zoom, Slack, call center software). - Reliable high-speed internet connection. - Must be available to work U.S. business hours (Eastern Time or Pacific Time coverage). What We Offer - Full-time, fully remote role (40+ hours/week). - Competitive compensation with opportunities for advancement. - A stable, long-term position with a mission-driven U.S. healthcare company. - Training and mentorship in dementia care and patient experience excellence. - Career progression opportunities in care navigation, clinical operations, patient experience, or quality assurance. - A chance to shape the future of dementia and brain health care delivery