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.

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.

Clinical Support Representative, CSR

Key skills