Clinical Support Specialist - Pacific Region

The Opioid Epidemic is a public health crisis with a highly effective but underutilized clinical intervention - millions of Americans are physically dependent on Opioids but only 10% of those likely to have OUD actually access treatment. Bicycle Health addresses this gap by maximizing accessibility, affordability, and overall quality of care by enabling highly qualified clinicians to reach patients broadly and efficiently through our online platform.

The Clinical Support Specialist (Pacific Region) is responsible for performing essential support functions to help the healthcare team operate smoothly and efficiently. Primary duties include communicating with patients through phone and chat to provide timely assistance, scheduling appointments, locating pharmacies to fill prescriptions, handling technology support issues, managing patient records, and facilitating communication between patients and providers. This role is a key collaborator with our medical and behavioral health clinicians.

Location:  Remote

Schedule: Full time (40 hrs)  Monday, Thursday, Friday 10:45am-7:15pm PST//Saturday & Sunday 9:30am-6:00pm PST

Target Pay Range: Starting at $20.75 per hour - Compensation to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. 

Benefits: 

• 3 Weeks PTO + 8.5 days of additional sick time + 10 paid holidays
• 100% Employer Paid Medical, Dental, and Vision Insurance
• Employer Paid STD & LTD
• 401k
• $50 monthly Remote Work Stipend

 

RESPONSIBILITIES:

• Serve as key point-of-contact for patients through their treatment and recovery process.
• Deliver world-class patient experience via phone, chat, and email while embodying the Bicycle Health AAA experience through timely response and resolution of any administrative, medication or service management issues that may arise.
• Make and receive inbound and outbound calls continuously throughout the work shift.
• Adhere to defined workflows to ensure patients and clinicians receive consistent, high-quality support and maintain clean documentation of care resolution support provided.
• Participate in a productive, tech-enabled, and team-oriented culture that seeks to create a best-in-class care experience for patients through the Bicycle Health app.
• Master our technology suite, including the Bicycle Health app, G-suite, Zoom, FreshWorks, Athena, among others to efficiently triage and resolve administrative and logistical tasks that support patient care.
• Collaborate with other medical and behavioral health clinicians to deliver successful telehealth care support.
• Regular and predictable attendance is required.
• All other duties as assigned.

 

QUALIFICATIONS:

• High school diploma or GED, or 2 years of relevant work experience
• Meet at least one of these requirements:
• 2+ years of experience delivering best-in-class customer service in a high-volume environment in which the majority of your day is spent helping customers (including but not limited to: hospitality, customer care in a consumer-facing company, retail)
  OR
• 2+ years of experience delivering best-in-class customer service in a care coordination, patient advocacy, or equivalent patient-facing role in a healthcare setting
  OR
• 1+ years of experience delivering best-in-class customer service in an equivalent role (including but not limited to: patient experience, patient support, clinical support) in a telehealth setting
• Customer-first mentality, with high level of empathy and ability to think creatively to address roadblocks in real time.
• Strong written and verbal communication skills in written and audio assessments.
• Comfort with computer technology, especially typing, maximizing use of available resources, and navigating multiple software platforms (e.g., Microsoft / Google Suites).
• Consistent access to a private work environment with high speed internet and professionally appropriate surroundings for frequent video conferencing and a workstation setup conducive to remote work needs.

COMPETENCIES:

Customer Focus: Building strong customer relationships and delivering customer-centric solutions.

• Gains insight into customer needs.
• Identifies opportunities that benefit the customer.
• Builds and delivers solutions that meet customer expectations.
• Establishes and maintains effective customer relationships.

 

Tech Savvy: