About the role
Join Our Team as a Clinical Support Representative (CSR):
As a pivotal member of our Customer Experience - Practice Administration team, the Clinical Support Representative (CSR) plays a vital role in enhancing patient engagement and operational efficiency. This patient-facing contact center role is dedicated to streamlining clinical operations and care coordination during business hours, ensuring that patients receive the support they need promptly.
In this role, you will handle inbound patient calls and perform outbound follow-ups concerning prescriptions, prior authorizations, lab and imaging orders, referrals, and various clinical workflow inquiries. Utilizing our Electronic Health Record (EHR) system, you will review patient charts, track the status of clinical orders and prescriptions, document patient interactions, and escalate requests to the relevant clinical teams.
This role is in high demand:
The CSR serves as a crucial link between patients and our dedicated Medical Assistants, RNs, and healthcare providers. By alleviating the clinical inbox volume and improving response times, you will significantly enhance the overall patient experience.
Business Impact:
Patient Communication & Support:
- Act as the primary point of contact for incoming patient calls routed through Patient Service Representatives (PSRs) or AI phone tree options.
- Conduct outbound follow-ups on open clinical requests as necessary.
- Address patient inquiries regarding:
- Prescription and pharmacy updates
- Prior authorization status
- Lab and imaging order scheduling
- Referral coordination and status
- Provide clear and empathetic responses using approved scripts and workflows.
Clinical Coordination (Non-Clinical):
- Review patient charts in the EHR to understand the status of orders, prescriptions, and referrals.
- Accurately document all patient interactions, requests, and follow-ups in the EHR.
- Route clinical tasks to Medical Assistants, RNs, or providers in accordance with established escalation protocols.
- Monitor outstanding requests and ensure timely resolutions.