Clinical Operations Specialist

Summary

Join Movn Health as a Clinical Operations Specialist and contribute to our mission of providing equitable access to high-quality cardiovascular care. This part-time, fully remote position focuses on onboarding patients and providing technical support for our app-based virtual cardiac rehab program. You will assist patients with app downloads, device setup, and troubleshooting, ensuring a positive patient experience. The role also involves coordinating with team members, handling administrative tasks, and providing excellent customer service. Your technical proficiency, empathy, and communication skills will be crucial in this role. You will be a key part of a team dedicated to improving patient outcomes and promoting heart-healthy lifestyles.

Requirements

• Previous experience in technical support or onboarding roles
• Bilingual in English and Spanish
• Technical Proficiency Smartphone Navigation (iPhone & Android): Proficient in navigating both iOS and Android operating systems, including settings, app installations, troubleshooting, and device management
• Familiarity with mobile apps, software updates, and basic troubleshooting
• Smartwatch Familiarity: Comfortable with popular smartwatches (Apple Watch, Garmin Watch, etc.)
• Capable of guiding users through smartwatch setup - syncing with phone and mobile apps, app management, and basic functions (notifications, health tracking, etc.)
• Customer Service Skills Patience & Empathy: Ability to stay calm, polite, and understanding in the face of frustrated or confused users, with a strong focus on providing a positive experience for ongoing care
• Clear Communication : Ability to clearly explain technical concepts to non-technical users, both verbally and in writing
• Ability to walk users through detailed, step-by-step processes
• Active Listening: Skilled in listening attentively to user concerns and ensuring their needs are fully understood before offering solutions
• Problem-Solving & Research Skills Research & Troubleshooting: Ability to conduct research to solve problems or answer technical questions using available resources (online knowledge bases, Confluence, etc.)
• Ability to troubleshoot issues related to mobile devices, apps, and smartwatches
• Attention to Detail: Ability to identify the root cause of technical issues and provide precise custom solutions
• Self-Sufficiency: Comfortable with independently researching and resolving problems without direct supervision
• Organizational Skills Time Management: Ability to handle multiple onboarding tasks simultaneously, ensuring each user receives timely assistance
• Documentation & Record Keeping: Ability to document onboarding steps, troubleshooting processes, and customer interactions accurately for future reference
• Familiarity with Onboarding & Training Comfortable with one-on-one user training via call, video, email, and text
• Ability to “read the room” and tailor written onboarding scripts to match each user's needs
• Tech-Savvy & Continuous Learning: Willingness to stay updated with the latest mobile device features, operating system updates, and smartwatch advancements
• Ability to adapt quickly to new technologies and tools relevant to the company’s onboarding process
• Ability to work in a fast-paced environment with little direction

Responsibilities

• Onboard enrolled Movn patients by assisting them with app downloads on their smart devices and device / equipment set up
• Provide empathetic and compassionate device support
• Help with onboarding new providers that join the team
• Coordinate with other team members to assist with overflow tasks, ensuring smooth day-to-day operations
• Send faxes to providers with updates on patient progress, as requested by clinical team
• Perform timely and accurate insurance verification for new and returning patients
• Ensure accurate entry of patient demographic, insurance, and medical data as part of patient record on Movn platforms
• Call patients to confirm upcoming appointments and remind them of necessary pre-appointment tasks (e.g., forms), reschedule appointments as needed
• Answer inbound calls from prospective patients and address their questions about the Movn program
• Explain Movn Health’s program details to patients, guide them through the enrollment process, and schedule care manager appointments
• Ensure that the patient receives a detailed explanation of Movn Health’s services
• Transfer calls to other team members to facilitate enrollment

Preferred Qualifications

2+ years of medical assistant, care coordination role at a physician or cardiology practice preferred

Benefits

Fully remote