full-time 8 hours ago
Patient Liaison – Healthcare Customer Service
Neurotech NA Inc
10151 Deerwood Park Boulevard, Jacksonville, FL 32256
45,000 - 55,000/yr
About the Practice
N/A Team Members
Tracker Software
Office Tour & Photos
Job Description
Full-Time | On-Site | Jacksonville, FL
Salary: $45,000–$55,000 per year
About the Role
We are seeking a compassionate, organized, and customer-focused Patient Liaison to join our Customer Experience team.
This position is ideal for someone with experience in patient services, healthcare customer service, medical billing, insurance benefits, customer care, or medical device support who enjoys helping people and providing exceptional customer experience.
This is not a traditional call center position. While phone communication is an important part of the role, Patient Liaisons manage ongoing relationships with their assigned patients, providing follow-up and support throughout the patient experience. You’ll help patients understand their insurance authorization status, insurance benefits, estimated out-of-pocket costs, payment options, and product information while providing ongoing follow-up and support after they receive their device.
You’ll also work closely with internal teams and sales representatives to help ensure patients receive excellent care from start to finish.
What You’ll Do
Answer inbound patient calls and provide friendly, professional assistance.
Make outbound follow-up calls to patients after device fitting to answer questions, ensure satisfaction, and confirm successful device use.
Maintain ongoing patient contact throughout the insurance authorization process.
Explain insurance authorization status, insurance benefits, and estimated out-of-pocket costs to patients.
Explain medical device features and benefits and provide product support to patients and sales representatives.
Assist patients with available payment plans and economic assistance options.
Collect required patient agreement forms and payments prior to device fitting.
Maintain accurate patient information and follow-up activity using Brightree, trackers, and other applicable systems.
Maintain regular communication with sales representatives regarding patient status and patients who have been difficult to reach.
Work collaboratively with the Customer Experience team to provide exceptional patient care from start to finish.
Assist with special projects that support the overall patient experience.
Follow company policies and applicable regulatory requirements, including HIPAA, HQAA/Medicare, and FDA requirements.
What We’re Looking For
You may be a great fit for this position if you:
Have excellent verbal and written communication skills.
Enjoy working directly with patients and providing outstanding customer service.
Are comfortable discussing insurance benefits, estimated patient costs, payments, and financial assistance options.
Are highly organized and able to manage multiple patients, follow-ups, and priorities.
Are comfortable spending a significant part of your day communicating with patients by phone.
Can learn medical device product information and explain it clearly to patients.
Take initiative and can work independently while still being a collaborative team member.
Are comfortable working in a high-volume, fast-paced environment with changing priorities.
Have experience with Microsoft Office and are comfortable learning new software and systems.
Qualifications
Associate or Bachelor’s degree in Business, General Studies, Marketing, Science, or a related field and/or 2–3 years of relevant professional experience.
Strong verbal and written communication skills.
Strong customer service and interpersonal skills.
Ability to communicate professionally and compassionately with patients by phone.
Strong organization, follow-up, and time-management skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office and the ability to learn new systems and technology.
Preferred Experience
Experience in one or more of the following areas is preferred:
Healthcare customer service
Patient services or patient support
Medical billing
Health insurance or benefits
Insurance authorization
Medical device customer service
Patient accounts
Customer care
Healthcare-related sales or account support
Healthcare call center/customer support
Brightree or similar healthcare software
Healthcare experience is preferred, but we welcome candidates with strong transferable customer service experience who demonstrate excellent communication, organization, empathy, and the ability to learn healthcare processes.
Schedule & Location
Full-Time | On-Site
10151 Deerwood Park Blvd
Building 400, Suite 100
Jacksonville, FL 32256
This is a desk-based position and requires in-office presence.
Compensation: $45,000–$55,000 annually
Job Type: Full-time
Pay: $45,000.00 - $55,000.00 per year
Benefits:
401(k)
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Health savings account
Paid time off
Vision insurance
Work Location: In person
Salary: $45,000–$55,000 per year
About the Role
We are seeking a compassionate, organized, and customer-focused Patient Liaison to join our Customer Experience team.
This position is ideal for someone with experience in patient services, healthcare customer service, medical billing, insurance benefits, customer care, or medical device support who enjoys helping people and providing exceptional customer experience.
This is not a traditional call center position. While phone communication is an important part of the role, Patient Liaisons manage ongoing relationships with their assigned patients, providing follow-up and support throughout the patient experience. You’ll help patients understand their insurance authorization status, insurance benefits, estimated out-of-pocket costs, payment options, and product information while providing ongoing follow-up and support after they receive their device.
You’ll also work closely with internal teams and sales representatives to help ensure patients receive excellent care from start to finish.
What You’ll Do
Answer inbound patient calls and provide friendly, professional assistance.
Make outbound follow-up calls to patients after device fitting to answer questions, ensure satisfaction, and confirm successful device use.
Maintain ongoing patient contact throughout the insurance authorization process.
Explain insurance authorization status, insurance benefits, and estimated out-of-pocket costs to patients.
Explain medical device features and benefits and provide product support to patients and sales representatives.
Assist patients with available payment plans and economic assistance options.
Collect required patient agreement forms and payments prior to device fitting.
Maintain accurate patient information and follow-up activity using Brightree, trackers, and other applicable systems.
Maintain regular communication with sales representatives regarding patient status and patients who have been difficult to reach.
Work collaboratively with the Customer Experience team to provide exceptional patient care from start to finish.
Assist with special projects that support the overall patient experience.
Follow company policies and applicable regulatory requirements, including HIPAA, HQAA/Medicare, and FDA requirements.
What We’re Looking For
You may be a great fit for this position if you:
Have excellent verbal and written communication skills.
Enjoy working directly with patients and providing outstanding customer service.
Are comfortable discussing insurance benefits, estimated patient costs, payments, and financial assistance options.
Are highly organized and able to manage multiple patients, follow-ups, and priorities.
Are comfortable spending a significant part of your day communicating with patients by phone.
Can learn medical device product information and explain it clearly to patients.
Take initiative and can work independently while still being a collaborative team member.
Are comfortable working in a high-volume, fast-paced environment with changing priorities.
Have experience with Microsoft Office and are comfortable learning new software and systems.
Qualifications
Associate or Bachelor’s degree in Business, General Studies, Marketing, Science, or a related field and/or 2–3 years of relevant professional experience.
Strong verbal and written communication skills.
Strong customer service and interpersonal skills.
Ability to communicate professionally and compassionately with patients by phone.
Strong organization, follow-up, and time-management skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office and the ability to learn new systems and technology.
Preferred Experience
Experience in one or more of the following areas is preferred:
Healthcare customer service
Patient services or patient support
Medical billing
Health insurance or benefits
Insurance authorization
Medical device customer service
Patient accounts
Customer care
Healthcare-related sales or account support
Healthcare call center/customer support
Brightree or similar healthcare software
Healthcare experience is preferred, but we welcome candidates with strong transferable customer service experience who demonstrate excellent communication, organization, empathy, and the ability to learn healthcare processes.
Schedule & Location
Full-Time | On-Site
10151 Deerwood Park Blvd
Building 400, Suite 100
Jacksonville, FL 32256
This is a desk-based position and requires in-office presence.
Compensation: $45,000–$55,000 annually
Job Type: Full-time
Pay: $45,000.00 - $55,000.00 per year
Benefits:
401(k)
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Health savings account
Paid time off
Vision insurance
Work Location: In person
Requirements
• Associate's degree
• Organizational skills
• Business
• Teamwork
• Customer support
• Organizational skills
• Business
• Teamwork
• Customer support
About Neurotech NA Inc
Neurotech Pharmaceuticals is a private biotechnology company focused on developing transformative therapies for chronic eye diseases. Its primary therapeutic focus is retinal disease, including Macular Telangiectasia Type 2 (MacTel), and it develops encapsulated cell therapy designed to deliver ciliary neurotrophic factor to help protect photoreceptors. The company emphasizes scientific innovation, clinical development, and commercialization of FDA-approved therapies such as ENCELTO.