Core Responsibilities:
Patient Support & Communication (50%):
- Act as first line of contact for patient inquiries across platforms: EHR, secure chat, phone, and messaging.
- Respond to inbound patient messages and communications promptly and empathetically.
- Educate patients about telehealth services, clinical trials, and specialty care options.
- Guide patients through platform usage, study protocols, and care processes with clarity.
- Handle scheduling, appointment coordination, prescription management, and follow-ups.
- Address patient concerns with personalized, compassionate solutions and active listening.
- Provide clear communication about study details, requirements, and next steps.
- Ensure patient-related inquiries are handled in a timely manner through clinical team collaboration.
- Set and maintain high expectations for family care standards and patient experience.
Care Coordination & Patient Navigation (40%):
- Conduct initial outreach to patients interested in clinical trials or specialty care services.
- Administer secondary pre-screener questionnaires and qualification assessments.
- Guide patients through onboarding process, explaining services, requirements, and addressing questions.
- Work closely with clinical teams and external providers to coordinate diagnostic testing, imaging, and referrals.
- Manage prior authorizations, insurance coordination, and healthcare system navigation.
- Track patient progress across the care journey ensuring continuity of care.
- Send appointment reminders, follow-ups, and medication/treatment adherence communications.
- Guide families through complexities of healthcare system providing support at every step.
- Serve as patient advocate offering encouragement and assistance during challenging moments.
- Manage the family care pipeline closely with clinical teams for a seamless experience.
- Flag care gaps, systemic barriers, and financial obstacles to appropriate teams.
Documentation & Data Management (5%):
- Accurately log patient interactions, details, and progress in CRM and EHR systems.
- Serve as Medical Scribe documenting patient encounters and physician notes in EMR.
- Maintain HIPAA-compliant documentation and confidential patient records.
- Ensure timely and precise medical documentation supporting high-quality patient care.
- Handle sensitive patient information with strict confidentiality protocols.
- Maintain accurate records ensuring compliance with HIPAA and regulatory standards.
- Track patient data systematically for reporting and care coordination purposes.
Cross-Functional Collaboration & Process Improvement (5%):
- Collaborate with operations, recruitment, clinical, product, and documentation teams.
- Act as liaison fostering collaboration across departments to advance organizational mission.
- Provide valuable insights and feedback to improve processes and enhance patient experience.
- Document patient feedback contributing to workflow enhancements and service improvements.
- Participate in team meetings and continuous process improvement efforts.
- Stay up-to-date on new products, features, and best practices in telehealth and specialty care.
- Use and create automations to create operational leverage and reduce manual tasks.
- Escalate complex cases to higher-level support when necessary with detailed context.
Requirements:
Must-Haves (Required):
- Experience: 1-2+ years in patient support roles, healthcare, clinical research, telemedicine, care coordination, case management, customer success, or phone-based customer service.
- Healthcare Background: Prior experience in US healthcare settings with understanding of healthcare systems, insurance, referrals, and care processes.
- Communication: Excellent written and verbal English communication skills with compassionate, empathetic approach to patient care.
- Medical Knowledge: Familiarity with medical terminology and clinical documentation.
- HIPAA Compliance: Knowledge of HIPAA regulations, data protection standards, and confidential information handling.
- Tech Proficiency: High level of tech proficiency navigating CRM, EHR/EMR systems, and data management platforms seamlessly.
- Organization: Exceptional organizational skills and attention to detail managing multiple patient interactions consistently.
- Problem-Solving: Strong creative problem-solving and troubleshooting abilities.
- Empathy: Ability to handle sensitive patient information and challenging situations with professionalism and genuine care.
- Proactive Communication: Anticipating patient needs and addressing them promptly with professional demeanor.
- Multitasking: Proven ability to manage complex projects and multiple priorities in fast-paced clinical environments.
- Adaptability: Positive approach to change and ability to thrive in dynamic healthcare settings.
Nice-to-Haves (Preferred):
- Good Clinical Practice (GCP) certificate.
- 1+ year experience as Medical Scribe in clinical or telehealth settings.
- Experience with Elation Health EHR or similar digital health platforms.
- Understanding of clinical research standards, trial protocols, and patient recruitment.
- Familiarity with appointment scheduling, billing processes, and prior authorization workflows.
- Knowledge of rare and complex chronic conditions (EDS, POTS, MCAS, etc.).
- Experience in VC-backed digital health companies or healthcare startups.
- Ability to make clinical judgment calls and operationally sound decisions.
- Background supporting underserved or vulnerable patient populations.
- Spanish language proficiency for bilingual patient communication.
- Understanding of men's health, clinical trials, or specialty care environments.
- Passion for continuous learning and healthcare innovation.
Tools Proficiency:
Must-Haves (Required):
- EHR/EMR Systems: Elation Health, electronic medical record platforms, or equivalent healthcare software.
- CRM Platforms: Salesforce, HubSpot, or healthcare-specific CRM systems.
- Communication: Email, phone systems, secure patient messaging platforms.
- Productivity: Google Workspace (Gmail, Sheets, Drive, Docs).
- Video Conferencing: Zoom or equivalent telehealth platforms.
Nice-to-Haves (Preferred):
- Patient Messaging: Spruce Health or similar HIPAA-compliant messaging and VOIP systems.
- Collaboration: Slack, Microsoft Teams for team coordination.
- Documentation: Notion or knowledge base platforms.
- Spreadsheets: Advanced Google Sheets or Excel for data tracking.
- Scheduling: Appointment scheduling and calendar management systems.
- Automation Tools: Experience creating workflow automations to improve efficiency.
