Minder is a growing national telehealth company specializing in neuropsychological and psychological evaluations for conditions such as ADHD, autism, traumatic brain injury, Alzheimer’s disease, and stroke.
Many patients wait months—or even more than a year—for these evaluations. Through Minder’s telehealth model, patients can often be scheduled within weeks.
We are seeking a full-time Healthcare Customer Service & Patient Retention Representative to guide patients through intake, answer inbound calls, coordinate appointments, explain insurance and financial responsibility, and help patients remain engaged throughout the evaluation process.
This is not a cold-calling or lead-generation position. However, sales and retention skills are important. Patients may have concerns after learning their estimated financial responsibility or out-of-pocket cost. This representative will explain the available information, address concerns, discuss applicable options, and help patients make informed decisions about maintaining their appointments.
Responsibilities- Answer inbound patient calls and respond to questions professionally and compassionately
- Guide patients through intake forms, consent documents, insurance information, medical records, and other requirements
- Track outstanding intake items and ensure patients are prepared for their evaluations
- Explain verified insurance benefits, estimated financial responsibility, payment options, and scheduling requirements
- Address patient concerns and reduce avoidable cancellations
- Schedule and reschedule evaluations, readiness checks, and feedback sessions
- Explain what patients should expect throughout the evaluation process
- Accurately document patient interactions, requirements, and next steps
- Resolve or appropriately escalate scheduling, intake, billing, and technical issues
- Collaborate with Minder’s clinical, administrative, billing, and technical teams
- Meet performance standards for responsiveness, accuracy, intake completion, appointment retention, and patient satisfaction
- At least two years of healthcare customer-service, patient-intake, patient-access, or medical-scheduling experience
- Experience handling a high volume of inbound calls
- Excellent communication and a warm, professional phone presence
- Strong organization, follow-through, and computer skills
- Ability to manage multiple patients, tasks, and deadlines
- Comfortable explaining insurance benefits and patient financial responsibility
- Prior sales, retention, or objection-handling experience preferred
- Fluent English; Spanish is a plus
- Quiet, distraction-free home workspace
- Full-time, 40 hours per week
- Monday through Friday, generally between 9:00 a.m. and 6:00 p.m. Pacific Time
- Must remain available by phone and computer during assigned hours
- Minder provides a company computer with software supporting security, compliance, productivity, and work-related usage reporting
As Minder grows, high-performing team members may have opportunities to improve patient-intake and retention processes, train new employees, and advance into senior or team-lead positions.
Compensation and Benefits- Base salary: $50,000 annually
- Target performance bonus: $250 per month, or $3,000 annually
- On-target annual compensation: $53,000
- Medical, dental, and vision insurance
- 401(k) with employer match
- Paid time off
- Company-provided computer
- Fully remote position
Job type: Full-time
Work location: Remote
