Clinical Support Specialist

Job Description

REQUIREMENTS

• High school diploma or GED, or 2 years of relevant work experience
• Meet at least one of these requirements:
  • 2+ years of experience delivering best-in-class customer service in a high-volume environment in which the majority of your day is spent helping customers (including but not limited to: hospitality, customer care in a consumer-facing company, retail)
    OR
  • 2+ years of experience delivering best-in-class customer service in a care coordination, patient advocacy, or equivalent patient-facing role in a healthcare setting
    OR
  • 1+ years of experience delivering best-in-class customer service in an equivalent role (including but not limited to: patient experience, patient support, clinical support) in a telehealth setting
• Customer-first mentality, with high level of empathy and ability to think creatively to address roadblocks in real time.
• Strong written and verbal communication skills in written and audio assessments.
• Comfort with computer technology, especially typing, maximizing use of available resources, and navigating multiple software platforms (e.g., Microsoft / Google Suites).
• Consistent access to a private work environment with high speed internet and professionally appropriate surroundings for frequent video conferencing and a workstation setup conducive to remote work needs.

RESPONSIBILITES

• Serve as key point-of-contact for patients through their treatment and recovery process.
• Deliver world-class patient experience via phone, chat, and email while embodying our client’s AAA experience through timely response and resolution of any administrative, medication or service management issues that may arise.
• Make and receive inbound and outbound calls continuously throughout the work shift.
• Adhere to defined workflows to ensure patients and clinicians receive consistent, high-quality support and maintain clean documentation of care resolution support provided.
• Participate in a productive, tech-enabled, and team-oriented culture that seeks to create a best-in-class care experience for patients through our client’s app.
• Master our technology suite, including our client’s app, G-suite, Zoom, FreshWorks, Athena, among others to efficiently triage and resolve administrative and logistical tasks that support patient care.
• Collaborate with other medical and behavioral health clinicians to deliver successful telehealth care support.
• Regular and predictable attendance is required.
• All other duties as assigned.

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