Patient Support Associate - Remote Eligible

Patient Support Associate

Koda Health supports patients in preparing for some of the most meaningful and impactful healthcare decisions of their lives, offering compassionate guidance through advance care planning as part of our mission to improve the patient experience.

As a Patient Support Associate (PSA), you will often be the first voice patients and their families hear offering clarity, compassion, and guidance through a process that can feel overwhelming or unfamiliar. This is a fully remote role, conducted primarily by phone, with video calls as needed.

We're looking for a detail-oriented and empathetic individual to serve as a trusted point of contact for patients with serious illness and their caregivers. In this role, you'll provide both technical assistance and emotional support as they navigate complex, often difficult conversations about their care preferences.

You'll be part of a dedicated team of Patient Support Associates and Patient Advocates working collaboratively to deliver seamless, personalized support. In addition to front-line patient interaction, you'll be responsible for maintaining accurate process metrics and contributing to ongoing improvements in communication and workflow efficiency. Your work will empower patients to better understand their options, feel heard and supported, and confidently take action on their healthcare goals.

What You'll Do

• Responsible for all of Koda Health's inbound and outbound patient support over the phone, by email, and through texts
• Conduct high-volume outbound outreach (8-10 meaningful conversations an hour) to engage patients, provide education about our services, and offer personalized support
• Maintain strong empathy for seniors and seriously ill patients as they make difficult decisions about their healthcare journey
• Guide patients through the planning journey by scheduling appointments, assisting with platform navigation, and providing continued support through plan completion.
• Develop, maintain, and improve on customer relationship management (CRM) tools and processes for patient communication
• Notice even the small details and continually brainstorm solutions to improve our processes and each patient's experience
• Schedule appointments for Koda's Patient Advocates who provide longitudinal clinical support for patients
• Collaborate with teammates to ensure continuity of care and achieve engagement goals

What You Can Expect

• In the first 30 days — Gain a deep understanding of the product and patient support processes
• In the first 60 days — Begin independent management of patient support relationships
• In the first 90 days — Completely own your client's patient relationships and collaborate with the patient support team to further increase engagement

What Outreach At Koda Looks Like

At Koda, outreach is about doing everything we can to meet patients where they are, explaining how we can help, listening with respect, and offering support that is both timely and tailored. Our PSAs act as guides, troubleshooters, educators, and allies. While many calls begin with us reaching out to patients unfamiliar with our services, we work hard to build trust early and ensure each conversation brings clarity and reassurance.