Clinical Support Specialist (West Region)

The Clinical Support Specialist is responsible for performing essential support functions to help the healthcare team operate smoothly and efficiently. Primary duties include communicating with patients through phone and chat to provide timely assistance, scheduling appointments, locating pharmacies to fill prescriptions, handling technology support issues, managing patient records, and facilitating communication between patients and providers. This role is a key collaborator with our medical and behavioral health clinicians.

Location:  Remote

Schedule: Full time (40 hrs)

• Thursday-Monday 10:45 AM - 7:15 PM MST

Target Pay Range: $20.75 per hr 

Benefits: 

• 3 Weeks PTO + 8.5 days of additional sick time + 10 paid holidays
• Paid parental leave
• 100% Employer Paid Medical, Dental, and Vision Insurance
• Employer Paid STD & LTD
• 401k
• $50 monthly Remote Work Stipend

You can expect to:

• Serve as key point-of-contact for patients through their treatment and recovery process.
• Deliver world-class patient experience via phone, chat, and email while embodying the Bicycle Health AAA experience through timely response and resolution of any administrative, medication or service management issues that may arise.
• Make and receive inbound and outbound calls continuously throughout the work shift.
• Adhere to defined workflows to ensure patients and clinicians receive consistent, high-quality support and maintain clean documentation of care resolution support provided.
• Participate in a productive, tech-enabled, and team-oriented culture that seeks to create a best-in-class care experience for patients through the Bicycle Health app.
• Master our technology suite, including the Bicycle Health app, G-suite, Zoom, FreshWorks, Athena, among others to efficiently triage and resolve administrative and logistical tasks that support patient care.
• Collaborate with other medical and behavioral health clinicians to deliver successful telehealth care support.
• Regular and predictable attendance is expected.
• All other duties as assigned.

Qualities we're looking for:

• 1-2 years related experience.
• Medical experience preferred (ex. Medical Assistant, Pharmacy Tech etc.)
• Bilingual Spanish preferable, but not required.
• Prior experience in a high-volume, innovative contact center or care delivery environment (e.g., 80+ dials per day).
• Self-starter with high attention to detail and exceptional written & verbal communication skills via phone, chat, and email.
• Commitment to customer empathy and passion to achieve goals, with adaptability to think outside-the-box to address potential roadblocks & issues.
• Collaborative, data-driven team player with openness to receive and provide constructive feedback focused on continuous improvement.
• Comfort with computer technology, especially typing, maximizing use of available resources, and navigating multiple software platforms (e.g., Microsoft / Google Suites).
• Consistent access to a private work environment with high speed internet and professionally appropriate surroundings for frequent video conferencing and a workstation setup conducive to remote work needs.

This is a full-time (40hrs per week) remote position. 

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