Clinical Support Specialist

Overview

We are looking for a patient-focused and tech-savvy Clinical Support Specialist to join our growing team. In this role, you will support the clinical workflows of specialty care providers by ensuring seamless virtual patient experiences and delivering clinical and administrative support. The ideal candidate is detail-oriented and comfortable working with digital systems in a fast-paced telehealth setting.

Candidates must have access to a quiet, secure work environment and reliable high-speed internet. If you're tech-savvy, detail-oriented, and love working in a fast-paced digital healthcare environment, we’d love to meet you!

This position reports to the Manager, Clinical and Patient Support, is remote and full-time generally Monday - Friday core hours (local time), with intraday flexibility. There will be a rotation of one weekend per month. 

Key Responsibilities

1. Facilitate Treatment Management. Assist with patient communications on behalf of providers, pharmacy communications, and track prescription regimen related to men’s and women’s health, dermatologic treatments, or weight loss prescriptions.
2. Patient Education & Support. Provide follow up education and support for patients accessing care via the telehealth platform, including instructions on medication usage, explanation of treatment plans, care instructions, and prescription compliance. Promote adherence to physician-recommended care plans.
3. Maintain and Update Electronic Health Records (EHR). Accurately document all patient interactions, treatment plans, and clinical instructions in the EHR, ensuring timely and complete records in accordance with regulatory and organizational standards.
4. Collaborate with Multidisciplinary Teams. Work closely with across internal clinical team and providers to deliver a seamless and high-quality virtual care experience for patients across specialties.
5. Prior Authorizations. Initiate, track, and follow up on prior authorization requests for medications. Communicate with insurance companies, providers, and patients to ensure timely processing and resolution of authorizations.
6. Uphold Privacy, Compliance, and Ethical Standards. Adhere strictly to HIPAA regulations, privacy protocols, and clinical workflows to ensure the confidentiality and safety of all patient information within a virtual care setting.
7. Operational and Team Support. Collaborate with providers, nurses, and internal staff to maintain efficient and compliant telehealth workflows. Escalate urgent patient needs to appropriate provider or nurse according to established protocols. Participate in team meetings and process improvement initiatives.

Your Background

• Active Medical Assistant credentials (e.g. CMA or RMA) required. Prior experience processing prior authorizations for medications and working with insurance required.
• Minimum 2 years in clinical support, care coordination, or physician- and patient-facing environment, telehealth strongly preferred.
• Experience in a clinical setting working with common health issues and treatments in at least one of these areas: men’s health, women’s health, dermatology, and/or weight management, preferred.
• Strong understanding of HIPAA for patient privacy and data security, plus a familiarity with virtual care standards.
• Well-organized, reliable, clear communication and focused on effective patient service. Understands and respects confidentiality and compliance.
• Strong technical skills across a variety of platforms such as EHRs, internal chat and email tools like Slack or Gsuite, project and task management tools like Asana, ticketing systems, etc.
• Able to juggle different tasks and manage varied work across medical specialties with little oversight. Self-starter and accountable to positive patient and provider outcomes.

Your Work DNA

• Customer-Centric:  A genuine passion for helping partners succeed and a commitment to providing exceptional customer service.
• Patient and Action-Oriented:  Ability to understand and address partner concerns with patience and respond with an appropriate level of urgency.
• Proactive and Solution-Oriented:  A proactive approach to identifying and resolving potential issues before they escalate.
• Team Player:  Ability to work effectively as part of a team and collaborate with team members across different departments.
• Passion for Learning:  A strong desire to learn and stay up-to-date on the latest trends and developments in telehealth and healthcare technology.

What We Offer

• Competitive Salary:  Starting wage for this position is $20.00/hr with opportunity to increase over time.
• Comprehensive Benefits Package:  Our benefits package includes 75% subsidized health insurance, dental insurance, vision insurance, paid time off, and a 401(k) retirement savings plan with company match.
• Professional Development Opportunities:  We are committed to investing in our employees' professional development and offer a variety of on the job training and development opportunities.
• Flexible Work Arrangements:  We are a fully remote team who collaborate both synchronously and asynchronously to achieve the best outcomes.
• Collaborative and Supportive Work Environment:  We foster a collaborative and supportive work environment where employees are encouraged to share ideas and contribute to the company's success.