Patient Support Specialist

About the role

Luna Health is looking for dependable, detail-oriented professionals to join its healthcare operations team in Santo Domingo. This is a general hiring opportunity covering several positions, depending on experience and business needs: inbound calling, outbound calling, or both. The role is hybrid, based at Plaza Central, with 4 days on site and 1 day remote, Monday to Friday, with shifts between 8:00 AM and 8:00 PM and no overnight shifts.

Key responsibilities

• Handle inbound calls from patients, pharmacies, providers and partner organizations.
• Place outbound calls to pharmacies and doctors' offices for follow-up, medication coordination, information gathering and case resolution.
• Support patient enrollment, eligibility verification, medication access, fulfillment coordination and follow-up.
• Complete back-office work such as reviewing cases, updating records, documenting outcomes and processing assigned work.
• Follow established scripts, workflows and SOPs, and accurately record calls, outcomes and next steps in internal systems.
• Identify and escalate complex or time-sensitive cases when appropriate.
• Maintain patient confidentiality and follow HIPAA, privacy and security requirements.
• Take part in training, coaching and quality assurance activities.

Required profile

• High school diploma or equivalent; college or healthcare-related coursework and pharmaceutical certifications are a plus.
• 1+ year of experience in a call center, customer service, healthcare support, pharmacy, provider office or administrative setting preferred.
• Excellent verbal and written English; bilingual English/Spanish is a plus.
• Strong attention to detail, organization and follow-through, and strong customer service skills.
• Ability to work in a structured, performance-driven environment and to handle fast-paced work.

Required skills

• Comfortable using computers, call center platforms, CRM systems, Outlook and Teams.
• Pharmaceutical or healthcare experience is a plus.