Clinical Support Representative, CSR
Midi Health
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $23 per hour
About the role
- Serve as the primary contact for inbound patient calls routed through PSRs and/or AI phone tree routing (clinical phone tree option).
- Conduct outbound follow-up calls or texts related to open clinical requests as needed.
- Answer patient questions regarding:
- Prescription and pharmacy status
- Prior authorization progress
- Lab and imaging orders and scheduling
- Referral status and 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.
- Meet defined service-level expectations for response time, documentation accuracy, and follow-through.
- Participate in training, QA reviews, and continuous improvement initiatives.
- Partner closely with Patient Service Representatives, Medical Assistants, RNs, and Practice Administration leadership.
- Surface recurring patient issues, bottlenecks, or workflow gaps to leadership.
Requirements
- 2+ years of experience in a healthcare contact center, medical office, or clinical operations environment.
- Experience working with EHR systems (Athenahealth strongly preferred).
- Strong understanding of outpatient healthcare workflows (prescriptions, labs, referrals, prior authorizations). Telehealth experience preferred.
- 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.
- Medical Assistant background or equivalent outpatient clinical experience.
- Experience supporting prior authorizations, referrals, or pharmacy coordination.
- Zendesk or similar contact center platform experience.
- Telehealth or virtual care experience.
Benefits
- Health, dental and vision
- Paid holidays
- Flexible time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
EHR systemsAthenahealthoutpatient healthcare workflowsprior authorizationsreferralspharmacy coordinationtelehealthclinical operationsdocumentation accuracypatient interaction tracking
Soft Skills
verbal communicationwritten communicationattention to detailempathyindependencestructured workflow adherenceproblem-solvingcollaborationcustomer servicecontinuous improvement
Certifications
Medical Assistant certification