Clinical Support Specialist

About Sound

Founded in 2001 and headquartered in Nashville, TN, Sound Physicians is a nationally respected, physician-led medical group practicing in 400+ hospitals across 45 states. Our team of 4,000+ clinicians and 1,000+ business professionals across the country is united by one mission: to build exceptional clinical partnerships that unlock quality, affordable, dignified care for everyone – no matter who they are or where they live. With physician-led clinical teams and more than two decades of operational expertise, we’ve refined what it takes to consistently deliver exceptional care in hospital medicine, emergency medicine, critical care, anesthesia, and telemedicine.

Why join us?

• A remote-first culture that values flexibility and collaboration
• Opportunities to grow your career while making a real impact
• A team that champions inclusivity, innovation, and excellence

Whether working virtually or onsite at one of our practices, you’ll be part of a purpose-driven organization shaping the future of healthcare.

Sound Physicians offers a competitive benefits package inclusive of the items below, and more:

• Medical insurance, Dental insurance, and Vision insurance
• Health care and dependent care flexible spending account
• 401(k) retirement savings plan with a company match
• Paid time off (PTO) begins accruing immediately upon start date at a rate of 15 days per year, in accordance with Sound's PTO policy
• Ten company-paid holidays per year

About the Team

Sound Advisory Services provides high-quality concurrent and secondary case reviews and advisory services to hospital partners nationwide. Our unique approach includes both remote advisory services and the option for an onsite medical director of advisory services.

About the Role

The Clinical Support Specialist (CSS) is responsible for providing administrative and operational support for the remote physician advisors and are the primary point of contact when issues arise.

This is a full-time, remote position Monday-Friday 8am-5pm.

Essential Duties and Responsibilities

• Administrative support to facilitate the completion of appeal letter requests including, but not limited to, creating cases, preparing the medical record for the appeal writer, confirming deadlines, printing and mailing final letters, and calling payers to confirm outcomes
• Maintaining access to all client EMRs and reviewing EMR training material to become an expert in EMR navigation; preparing PDF extracts of key components of the EMR needed for physician advisor case review
• Scheduling peer-to-peer reviews between physician advisors and insurance company medical directors
• Resolving issues preventing physician advisors from completing cases such as missing information, questions for case managers or hospital partner physicians, EMR access issues, etc.
• Monitoring and triaging case requests to ensure target case completion deadlines are achieved
• Assisting in coordinating onboarding and training for remote clinical personnel and conducting physician training for EMR navigation
• Coordinating conference calls between partner site IT and clinical personnel
• Coordinating mentor calls for clinical personnel
• Triaging calls during office hours and resolving client inquiries
• Preparing PowerPoint presentations, Word documents, mail merge and Excel spreadsheets as requested
• Initial partner hospital administrative set up in Advisory Services workflow system
• General office work (faxing, mailings, draft letters, order supplies & forms)
• Completing additional special projects as assigned

What we are looking for:

A successful candidate will have a demonstrated track record of a combination of these values, knowledge, and experience: 

Values

• “Can-do” Attitude: Proactively seeks assignments, solutions and takes action where and as needed
• Coachable: Demonstrates a willingness to accept feedback from others and put it into practice
• Customer-focused: Puts customer (internal and external) needs first and makes customers their top priority
• Eager to Learn: Proactively seeks out information, embraces learning new things and enjoys the learning process
• Work Ethic: Dedication to getting the job done well and on time, regardless of circumstances, a can-do attitude
• Adaptability:  Demonstrates flexibility and a willingness to change as circumstances evolve and be coachable
• Resourceful: Proactive willingness to utilize available information and tools to figure things out, not afraid to ask questions when necessary
• Committed:  Demonstrates a dedication to the job, project, organization, customer/clients, and co-workers
• Team Player: Demonstrates the ability to pull people together into highly effective teams along with ability to work in a highly matrixed organization

Knowledge, Skills, and Abilities

• Excellent general office skills: computers, fax machines, printers, copiers, conference call set-up, scanners, mobile phone/email device
• Proficiency with Microsoft Office Suite, including advanced Outlook, Word, Excel, Visio, Microsoft Project and PowerPoint skills

Education and Experience 

• High School degree or GED or equivalent experience
• 2 years general business administration experience in a professional settings

Pay Range  

• $23.00 - 26.50 per hour. Exact pay will be determined based on candidate experience, geographical location, and size/complexity of the program being supported.

Sound Physicians is an Equal Employment Opportunity (EEO) employer and is committed to diversity, equity, and inclusion at the bedside and in our workforce. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by federal, state, or local laws. 

This job description reflects the present requirements of the position.  As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.