Clinical Support Specialist - Northeast Region - Bicycle Health

The Clinical Support Specialist (Northeast 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 Options: Full time (40 hrs) 

• Monday–Friday 10:45 AM–7:15 PM EST
• Wednesday- Friday 10:45 AM–7:15 PM EST/ Saturday - Sunday 9:30 AM- 6PM EST

Training Schedule (First 6 weeks)- Monday-Friday 10:00am - 6:30pm EST

Target Pay: $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: Quickly adapts to and masters new technologies, demonstrating agility in navigating digital tools and platforms.

• Anticipates the impact of emerging technologies and makes adjustments.
• Scans the environment for new technical skills, knowledge, or capabilities that can benefit business or personal performance.
• Rejects low-impacts or fad technologies.
• Readily learns and adopts new technologies.

Demonstrates Self-Awareness: Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.

• Seeks and acts on feedback from a wide variety of people.
• Willingly admits and takes responsibility for mistakes and shortcomings.
• Views criticism as helpful.
• Can articulate the causes behind own feelings and moods.

Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. 

• Quickly and decisively takes action in fast-changing unpredictable situations.
• Shows a tremendous amount of initiative in tough situations; is exceptional at spotting and seizing opportunities.

Ensures Accountability/Takes Ownership: Holding self and others accountable to meet commitments.

• Follows through on commitments and makes sure others do the same.
• Acts with a clear sense of ownership.
• Takes personal responsibility for decisions, actions, and failures.
• Establishes clear responsibilities and processes for monitoring work and measuring results.
• Designs feedback loops into work.

Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Delivers messages in a clear, compelling, and concise manner.
• Actively listens and checks for understanding.
• Articulates messages in a way that is broadly understandable.
• Adjusts communication content and style to meet the needs of diverse stakeholders.
• Models and encourages the expression of diverse ideas and opinions.

Nimble Learning: Continuously seeks opportunities to learn, questions the applicability of past approaches in the current environment, is growth-minded, and embraces failure as a learning opportunity.

• Tries multiple times using multiple methods to find the right solution.
• Views mistakes as opportunities to learn.
• Enjoys the challenge of unfamiliar tasks.
• Seeks new approaches to solve problems.

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