Surge Support Specialist, PAN Foundation

Location: Remote
Department: Patient Support Services
Reports to: Operations Supervisor
Wage Category: $17/hour (minimum)

A career at the PAN Foundation is an opportunity for you to make a direct impact on the lives of thousands of patients and their families every year. Together, we’re an unstoppable team of dedicated patient champions who work tirelessly toward our vision of a nation where no one goes without treatment due to cost. Join our team and become part of an organization providing life-changing support today!

Position overview
The Surge Support Specialist (SSS) is a seasonal, temporary position hired to assist the PAN Foundation during its busiest time of the year – Surge Season (January)- when additional patient assistance funds open and call volume rises sharply as patients, caregivers, and providers reach out to secure their grants. To meet this demand, we bring on temporary Surge Support Specialists to help answer enrollment calls and provide excellent customer service.

The Surge Support Specialist is responsible for providing exemplary customer service and enrollment support to multiple types of callers including patients, caregivers, physicians, and pharmacies in a high-volume call center setting. The SSS collaborates with callers to support various patient assistance functions to facilitate enrollments. The SSS responds to all account inquiries and accurately and efficiently documents all interactions into the CRM system in compliance with HIPAA regulations and process requirements.

Please note: We are hiring several Surge Support Specialist positions working during PAN’s Eastern Standard Time (EST) core hours.

Principal Duties And Responsibilities

  • Handles inbound and outbound follow-up calls in a high-volume contact center.
  • Provides quality customer service while closely adhering to approved call scripting, standard operating procedures (SOPs) and work instructions (WIs).
  • Identifies customers’ needs, clarifies information, researches every issue, and provides effective solutions.
  • Validates that all required information is present and provides guidance to patients and providers via phone.
  • Determines patient’s eligibility, provides answers to questions, and facilitates program process over the phone.
  • Provides exceptional customer experience by showing compassion, empathy, active listening, and genuine care.
  • Resolves any customer requests in a timely and accurate manner, escalating service issues as needed.
  • Displays patience, willingness to help, and goes the extra mile to assist patients and providers.
  • Thoroughly and accurately documents all inquiries and process steps.
  • Shows outstanding performance results based on the defined call center performance metrics.
  • Effectively manages on-call processes with attention to detail, efficiency, and accuracy.
  • Effectively utilizes tools, training, and knowledge repository to accurately inform callers of processes and to ensure responses and process management are consistent with program SOPs and Wis.
  • Other responsibilities and duties as assigned.

Qualifications

We are currently accepting applications from AL, AZ, CA, CT, DC, FL, GA, IL, IN, LA, MD, MI, MN, MO, NJ, NY, NC, OH, SC, TN, TX, VA, and WI.

Education

  • High school degree required, and College degree preferred; flexibility can be provided for those without a college degree with strong experience in other knowledge, experience, and education areas.

Work experience

  • Preferred but not required 1-2 years of previous experience in a customer support role within a contact center or/and experience assisting patients or providers over the phone is required. If you have not worked in a call center, we will review for consideration

Skills

  • Experience with documenting information into CRM systems and accurately following processes is preferred.
  • Knowledge of medical terminology and healthcare guidelines (such as HIPAA) as well as global understanding of commercial and government payers is strongly preferred.
  • Excellent verbal and written communication skills (must be clear and articulate – many callers are elderly with diseases that may impact their ability to hear or understand).
  • Ability to consistently demonstrate empathy, compassion, active listening, and genuine care for others (even when a customer is difficult or angry).
  • Positive attitude and self-starter.
  • Excellent interpersonal and customer service skills with a focus on customer satisfaction.
  • Computer literacy and the ability to navigate multiple systems efficiently as well as the ability to clearly and accurately document information.
  • Detail oriented and highly organized.
  • Ability and initiative to work independently or as a team member.
  • Ability to multi-task, set priorities, and manage time effectively in a high call volume environment.
  • Ability to follow directions, accurately follow processes and work instructions, and adapt to frequent changes.

Key Competencies

  • Planning & Organization
  • Effective Communication
  • Delivering Results
  • Teamwork
  • Job Knowledge

More Information

Training and work expectations:

Update: This position starts on Friday, December 5, 2025. The mandatory training period is from December 8 through December 19, 2025, in which 100% attendance is expected. No exceptions. Training will be 9 am – 5 pm – Monday through Friday- EST.

  • Start Date: Friday, December 5, 2025- 9:00 AM – 5:00 PM EST- IT set up and New Employee Orientation
  • Training: December 8–19, 2025 | 8 hours/day (9 AM–5 PM EST)
  • Work Period: January 2 – 30, 2026 | 8 hours per day between 8:45 AM – 7:15 PM EST (flexible yet consistent scheduling available) Preferred schedule is 10:15 am -7:15 pm.

Starting hourly rate of $17 per hour.

  • Hourly rate could be higher based on work experience.
  • Compliance with state hourly wage laws will be honored.

Travel

  • None

Benefits: This temporary position is not eligible for PAN’s benefits.
To apply, click here.

PAN’s Core Organizational Values are Dignity, Excellence, Integrity, and Intention.

About the PAN Foundation

As an independent, national 501(c)(3) organization, the PAN Foundation’s mission is to accelerate access to affordable, equitable healthcare through financial assistance, advocacy, and education.

Through our charitable assistance programs, advocacy efforts, and education initiatives, we remove barriers to treatment, champion policies that expand access to care, and help improve health outcomes for thousands of people each year—across a broad range of health conditions.

Compliance Commitment

PAN is dedicated to conducting its business ethically and in full compliance with all applicable federal and state laws and regulations, its Advisory Opinion from the Office of Inspector General (OIG), the PAN Code of Conduct (“Code”), and internal policies and procedures (collectively, “Compliance”).

All employees are expected to:

  • Follow all Compliance standards in their daily work.
  • Read, understand, and adhere to the Code of Conduct and related policies.
  • Complete required Compliance and ethics training.
  • Promptly report any Compliance concerns to a supervisor, management, Human Resources, the Compliance Office, or the Integrity Line.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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