aptihealth

Customer Support

• Answer incoming phone calls and respond to inquiries, complaints, and support requests from patients, partners, and internal staff
• Recognize and appropriately route urgent or crisis-related calls in accordance with established clinical escalation protocols
• Manage support tickets and follow up to ensure timely resolution and a positive experience for each requester
• Collaborate with cross-functional teams, including Clinical, Billing, and Care Coordination, to ensure smooth handoffs and timely resolution of requests
• Verify insurance eligibility and update patient information accurately across systems
• Support patients with scheduling, rescheduling, registration, platform access, and other needs throughout their care journey
• Respond to medical record requests in a timely manner and in accordance with company policies and regulatory requirements
• Document all interactions accurately and consistently in accordance with standard operating procedures

Practice Support Specialist