aptihealth

Practice Support Specialist

aptihealth

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Salary

💰 $25 per hour

About the role

  • 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

Requirements

  • High School diploma or GED required; bachelor’s degree strongly preferred
  • Ability to work remotely during Eastern Time (EST) business hours in a quiet, professional home office environment
  • 1-2 years of experience in a customer service, patient experience, or customer success role
  • Empathetic, patient, and professional communicator able to support a wide range of individuals
  • Strong problem-solving abilities with a commitment to follow-through and positive outcomes for patients, partners, and team members
  • Highly organized with strong attention to detail and ability to manage multiple priorities
  • Ability to work in a HIPAA-compliant manner and maintain confidentiality with sensitive data
  • Self-motivated, dependable, and comfortable working both independently and collaboratively
  • Adaptable in a small, fast-paced team environment where processes may evolve quickly
  • Comfortable using multiple software platforms and web-based applications; experience with Zendesk or similar ticketing systems is a plus
  • Prior experience in a medical or behavioral health setting is a plus
Benefits
  • Comprehensive Medical, Dental, and Vision plans available
  • Paid Time off, Sick Time and Paid Company Holidays
  • 401k Retirement Savings Program with 2% Company matching
  • Voluntary Life Insurance
  • Employee Assistant Program (EAP)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicepatient experienceproblem-solvinginsurance verificationticket managementdocumentationschedulingregistrationHIPAA complianceattention to detail
Soft Skills
empathetic communicationprofessionalismorganizational skillsdependabilityadaptabilityself-motivationcollaborationtime managementcommitment to follow-throughpositive outcomes orientation
Certifications
High School diplomaGEDBachelor's degree (preferred)