Clinical Support Specialist

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.