Clinical Support Representative

About This Role

This role supports clinical operations and care coordination by serving as a patient-facing contact center representative. It responds to inbound patient calls and conducts outbound follow-ups related to prescriptions, lab orders, referrals, and other clinical workflow questions.

Responsibilities

• Serve as the primary contact for inbound patient calls routed through PSRs and/or AI phone tree routing
• Conduct outbound follow-up calls or texts related to open clinical requests
• Answer patient questions regarding prescription and pharmacy status, prior authorization progress, lab and imaging orders/scheduling, and referral status/coordination
• Provide clear, empathetic explanations using approved scripts and workflows
• Review patient charts in the EHR to understand order, prescription, and referral status
• Document all patient interactions, requests, and follow-ups accurately in the EHR
• Route clinical tasks to Medical Assistants, RNs, or providers according to escalation protocols
• Track outstanding requests and follow up to ensure timely resolution
• Follow standardized workflows to determine when to resolve, route, or escalate inquiries
• Maintain strict adherence to HIPAA and PHI handling requirements

Requirements

• 2+ years of experience in a healthcare contact center, medical office, or clinical operations environment
• Experience working with EHR systems
• Strong understanding of outpatient healthcare workflows (prescriptions, labs, referrals, prior authorizations)
• Excellent verbal and written communication skills
• High attention to detail and ability to follow structured workflows
• Ability to work independently in a remote environment with reliable internet and a private workspace

Qualifications

• 2+ years of experience in a healthcare contact center, medical office, or clinical operations environment

Nice to Have

• Athenahealth experience
• Telehealth experience
• Medical Assistant background or equivalent outpatient clinical experience
• Experience supporting prior authorizations, referrals, or pharmacy coordination
• Zendesk or similar contact center platform experience
• Virtual care experience

Skills

* Required skills

Benefits