Practice Support Specialist

Summary

Join aptihealth as a Practice Support Specialist and play a key role in revolutionizing behavioral healthcare. You will conduct all patient-facing duties, answering phone calls, managing electronic tickets, and assisting with scheduling and insurance. This temporary, full-time position requires a high school diploma or GED, 1-2 years of customer service experience, and excellent communication skills. Aptihealth offers a positive work environment, continuous learning opportunities, and the chance to make a real difference in people's lives. The role involves providing genuine customer service support throughout patients' therapeutic journeys, ensuring a seamless and positive experience.

Requirements

• High School diploma or GED
• 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
• 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

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

Preferred Qualifications

• Associate degree
• Previous experience in medical office environment
• Experience with Zendesk or similar ticketing systems for managing customer inquiries and support requests

Benefits

• 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