Care Support Specialist

Responsibilities

• Serve as the primary contact for inbound patient and caregiver calls.
• Screen and route inquiries to the appropriate care team member or department.
• Escalate urgent, emergent, or clinical concerns according to established protocols.
• Assist with appointment requests, confirmations, cancellations, and rescheduling.
• Resolve non-clinical requests within the role’s scope.
• Receive refill requests and route them to clinical team members.
• Document interactions, call outcomes, messages, and follow-up items in the EHR.
• Relay patient messages and follow up to support timely responses.
• Manage call queues while maintaining service levels and first-contact resolution.
• Complete e-fax management, medical record retrieval and routing, data entry, and data cleanup.
• Identify unmet patient needs and connect patients with appropriate resources.
• Maintain confidentiality and data security in compliance with HIPAA.
• Collaborate with clinical and operational teams to provide a seamless patient experience.

Requirements

• 1–2 years of healthcare experience, ideally in telephonic patient support, a medical office, call center, or patient-services role.
• Experience managing high-volume inbound calls in a professional, service-oriented environment.
• Familiarity with medical terminology.
• Experience using an electronic health record or medical record system.
• Basic proficiency with Microsoft Teams, Outlook, and workplace technology.
• Strong verbal communication and compassionate patient-service skills.
• Ability to support people from diverse backgrounds, including those with limited health literacy or significant health and social needs.
• Strong attention to detail and accurate documentation skills.
• Ability to multitask, prioritize, and remain composed in a fast-paced environment.
• Sound judgment when determining whether escalation is needed.
• Ability to collaborate with multidisciplinary teams.

Preferred Qualifications

• Experience supporting patients or caregivers by phone in a healthcare setting.
• Experience with athenaOne, Salesforce, or similar EHR and CRM platforms.
• Experience with cloud-based contact center or softphone platforms such as 8x8 or Twilio.
• Fluency in Spanish in addition to English.
• Experience with appointment scheduling, refill-request intake, medical records, or e-faxes.

Compensation and Benefits

• Competitive compensation.
• Medical, dental, and vision coverage.
• Employer-funded HSA options.
• Employer-paid life and disability insurance.
• Voluntary illness, accident, and hospitalization coverage.
• Access to in-person and virtual care services.
• 401(k) with company match beginning at Day 60.
• Financial wellness resources.
• Up to 4 weeks of paid time off.
• 10 paid company holidays.
• 2 volunteer days annually.