Patient Support Specialist

About Mood Health

Mood Health is changing how people access mental health care. We believe care should be personal, human, and accessible—and that every patient deserves a provider who truly fits their needs. That’s why we carefully match each client with the right clinician.

Our mission is simple and powerful: empower people to heal, grow, and thrive. We know mental health is just as essential as physical health, and authentic human connection drives everything we do. Through video visits, our expert clinicians—psychiatric nurse practitioners and therapists—deliver therapy and medication management right from the comfort of home.

About the Role

The Patient Support Specialist plays a critical role in supporting patients, providers, and internal teams to ensure timely access to care and a positive overall experience.

This is a high-ownership, fast-paced operational role that requires strong communication skills, attention to detail, and the ability to manage multiple workflows simultaneously.

Patient Support Specialists serve as the primary point of contact for existing patients after their first appointment is scheduled and are responsible for supporting a wide range of scheduling, care coordination, insurance, and operational support tasks.

What You’ll Do

Patient Support & Communication

• Respond to patient inquiries via phone, email, text, and ticketing systems
• Provide empathetic, clear guidance regarding scheduling, care options, and next steps
• Support appointment confirmations, rescheduling, cancellations, and transfers
• Assist patients with provider changes, availability questions, and follow-up care needs
• Address concerns and escalate appropriately when needed

Scheduling & Care Coordination

• Manage scheduling workflows including re-referrals, therapy scheduling, and provider transfer requests
• Conduct proactive outreach to patients to assist with booking and attendance
• Monitor scheduling queues and take timely action to move patients toward care
• Support missed or canceled appointment follow-up workflows
• Coordinate scheduling changes related to provider availability, leave of absence, or departures

Insurance & Administrative Support

• Assist with insurance verification workflows and patient questions related to coverage and billing
• Support documentation and coordination related to payer requirements
• Help patients understand financial responsibility and next steps when needed

Operational Workflow Management

• Manage multiple support queues and prioritize tasks based on urgency and impact
• Process internal tickets related to potential changes in a patient’s account
• Support records requests and coordination of care activities
• Review patient feedback and assist with service recovery efforts
• Maintain accurate documentation in internal systems

Provider & Internal Team Support

• Assist providers with scheduling coordination and operational requests
• Communicate cross-functionally with Bookings, Clinical Operations, Insurance, and Technology teams
• Help execute process improvements and pilot new workflows

What We’re Looking For

• Bilingual (Spanish)
• 1+ years of experience in customer support, healthcare operations, scheduling, or a similar role
• Strong written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• High attention to detail and strong organizational skills
• Comfortable working with multiple systems and workflows simultaneously
• Demonstrated empathy and professionalism in sensitive situations
• Understanding of HIPAA and dedication to patient privacy
• Willingness to work weekends

Why Join Mood

• Competitive base salary with the potential to earn generous performance-based bonuses for meeting and exceeding goals
• Be part of a mission-driven company that’s rewriting the playbook for mental healthcare
• A supportive, collaborative culture where your work has a direct, meaningful impact on people’s lives and access to care

At MOOD, we believe great care starts with a great team—and great teams are diverse. We’re proud to be an Equal Opportunity Employer and welcome people of all races, backgrounds, identities, abilities, and experiences. No matter where you come from, what you believe, or how you identify, you are welcome here. We’re committed to fair hiring practices and fostering an inclusive, respectful culture where everyone feels seen, heard, and valued. We believe in the power of differences—and we’re glad you’re considering joining us.

Need accommodations during your application or interview process? Just reach out—we’ve got you.