Virtual Patient Support Specialist
Job Description:
- Act as a live answering service during active business hours
- Answer incoming calls and address patient questions about clinic services, processes, patient fit, onboarding steps, and required paperwork
- Assist existing patients with lab orders, supplement store questions, and patient portal navigation
- Record and route messages to appropriate team members
- Check voicemail and return calls the same business day
- Forward urgent messages and emergency refill requests to providers
- Assist with patient payments when necessary
- Respond to prospective patient emails within Beyond CRM
- Call patients before health coach visits to confirm registration, paperwork, and questions
- Provide real-time support to the lead clinician
- Manage real-time rescheduling for clinicians and health coaches
- Retrieve lab results from labs as needed
- Resend lab orders to labs when necessary
- Support patient portal flow, including lab forms, scheduling requests, and general portal inquiries
- Report on prospective patients and newly registered patients
Requirements:
- Calm under pressure and highly organized
- Confident communicating with patients in a virtual clinical environment
- Maintains a calm, professional demeanor while multitasking
- Communicates clearly and compassionately with patients
- Effectively prioritizes tasks in a fast-paced environment
- Demonstrates strong problem-solving and follow-through
- Builds rapport with patients, clinicians, and team members
- Comfortable working independently in a virtual setting
Benefits:
- $2/hour increase after successful completion of 90 days
- Remote work arrangement