Practice Support Specialist (Temporary)

Life at aptihealth

Backed by $70M in funding from world-class investors including Takeda Digital Ventures, Pivotal Life Sciences and Vista, the aptihealth team is comprised of health care, data science and technology experts passionate about transforming behavioral healthcare. aptihealth is a digital technology platform with an affiliated medical group that makes it easier for people to access speedy high quality mental health care at the right place and right time.   The technology and provider group reach people who need care, connect, follow and demonstrate improved outcomes. Everything we do at aptihealth is centered on our mission to revolutionize care and to ensure that the millions of people who need and deserve it have access to it. As a curious and collaborative teammate, someone excited about tackling the hard problems in healthcare and technology, you will play a key role in making that mission a reality. Together, we’ll create and innovate transformative behavioral healthcare – for millions of people.

What We Offer

• The opportunity to make life better for millions of people
• An environment of positive and super smart colleagues
• Turning innovative ideas into real-world results
• Encouraging curiosity and collaboration
• Priding ourselves in being diverse and inclusive
• Fostering a company of trust & accountability
• Investment in our team with continuous learning opportunities
• Balancing extraordinary work with your personal life
• Flexible working hours and lots of freedom in your work habits

Role

As a Practice Support Specialist, you will conduct all patient-facing duties. You will answer incoming phone calls, answering questions and redirecting calls as necessary. You will also review all customer service tickets submitted electronically, conduct tasks to resolve issues, and communicate with patients regarding the resolution. You will assist with patient benefit eligibility, scheduling and rescheduling, and ensure all required patient health insurance records are exchanged and added to patient records. As Practice Support Specialist, you will enhance the patient experience at aptihealth by providing genuine customer service support throughout their therapeutic journey.

Responsibilities

• Answer incoming phone calls and respond to patient inquiries, complaints, and customer service support requests
• Provide accurate and detailed information about the company’s offerings and services
• Identify and escalate priority issues to the appropriate personnel; seek answers to questions when necessary and communicate answers and resolutions back to patients via email and phone
• Manage customer-service related electronic tickets, conduct tasks as required and follow-up with patients to provide resolution details and answer follow up questions
• Document all call information according to standard operating procedures; upload patient chart data and add contact notes as necessary
• Assist patients with scheduling and re-scheduling appointments
• Ensure patient satisfaction and provide professional customer service
• Meet or exceed performance targets and goals

Requirements

• High School diploma or GED required, Associate degree strongly preferred
• 1-2 years of experience in a customer service or call center role
• Excellent communication skills, both verbal and written
• Proven problem-solving skills & commitment to follow-through
• Highly organized with attention to detail and accuracy; ability to multi-task
• Tech-savvy; able to work among multiple software- and web-based applications and platforms
• Must have reliable internet to be able to perform remote work
• Strong interpersonal and relationship-building skills
• Ability to work in a HIPAA-compliant manner with sensitive and private data, communicating with patients in an empathetic and professional manner
• Ability to work independently and as part of a team
• Previous experience in medical office environment a plus

Job Type: Temporary/Full-time (40/hrs a week)
Duration: 6 Months
Pay Rate: $24-26/hr
The expected pay-rate is dependent on a variety of factors, including qualifications and years of experience.

About aptihealth

aptihealth, inc. is a behavioral health engagement company that seamlessly integrates physical and behavioral healthcare.  Our platform connects medical providers, behavioral health specialists and patients with our proprietary assessment and treatment management protocols to get and keep patients healthier faster.  aptihealth’s