Patient Support Specialist at MD Integrations

United States

Overview The Patient Support Specialist provides exceptional administrative and patient care support in a virtual healthcare environment. This role serves as a key point of contact for patients and clinical staff, handling inbound communications, uploading and organizing lab results, coordinating prior authorization requests, and triaging tasks to appropriate team members. The ideal candidate is detail-oriented, compassionate, and comfortable working with digital systems in a fast-paced telehealth setting. Candidates must have access to a quiet, secure work environment and reliable high-speed internet. If you're tech-savvy, detail-oriented, and love working in a fast-paced digital healthcare environment, we’d love to meet you! This position reports to the Manager, Clinical and Patient Support, is remote and full-time generally Monday - Friday core hours (local time), with intraday flexibility. There will be a rotation on one weekend per month. Key Responsibilities Task Triage and Data Management Monitor incoming messages, tasks, and support tickets, assess urgency and route items appropriately to clinical or administrative team members. Escalate urgent patient needs to the appropriate provider or nurse according to established protocols. Upload, label, and organize laboratory results, imaging reports, and other clinical documents into MDI’s platform accurately and promptly. Patient Support and Education Answer and return patient phone calls, emails, and chat messages with professionalism and empathy. Provide clear instructions and follow up regarding lab testing and medication refills per physician notes. Support patients in understanding next steps in their care and ensure a positive virtual care experience. Prior Authorizations Initiate, track, and follow up on prior authorization requests for medications. Communicate with insurance companies, providers, and patients to ensure timely processing and resolution of authorizations. Maintain accurate records of prior authorization activity in compliance with payer and organizational requirements. Operational and Team Support Collaborate with providers, nurses, and internal staff to maintain efficient telehealth workflows. Participate in team meetings and process improvement initiatives to enhance patient experience and operational efficiency. Maintain strict confidentiality and adhere to HIPAA and all applicable privacy and security regulations. Qualifications High school diploma or equivalent required; associate degree or higher preferred and 1+ year of experience in a healthcare, telehealth, or medical office support role. Prior experience processing prior authorizations and working with insurance verification required. Medical billing, coding, preferred. Familiarity with EMR/EHS systems and digital communication tools (e.g., patient portals, ticketing systems, chat platforms). Excellent communication and customer service skills with audiences of varied backgrounds and communication abilities. Strong organizational, multitasking, and time management abilities. Comfort with technology and ability to troubleshoot basic patient access issues. High attention to detail and ability to work independently in a remote environment. Spanish bilingual, a plus! Your Work DNA Customer-Centric: A genuine passion for helping partners succeed and a commitment to providing exceptional customer service. Patient and Action-Oriented: Ability to understand and address partner concerns with patience and respond with an appropriate level of urgency. Proactive and Solution-Oriented: A proactive approach to identifying and resolving potential issues before they escalate. Team Player: Ability to work effectively as part of a team and collaborate with team members across different departments. Passion for Learning: A strong desire to learn and stay up-to-date on the latest trends and developments in telehealth and healthcare technology. What We Offer Competitive Salary: Starting wage for this position is $20.00/hr with opportunity to increase over time. There is a $2.00/hr differential for Spanish bilingual skills. Comprehensive Benefits Package: Our benefits package includes 75% subsidized health insurance, dental insurance, vision insurance, paid time off, and a 401(k) retirement savings plan with company match. Professional Development Opportunities: We are committed to investing in our employees' professional development and offer a variety of on the job training and development opportunities. Flexible Work Arrangements: We are a fully remote team who collaborate both synchronously and asynchronously to achieve the best outcomes. Collaborative and Supportive Work Environment: We foster a collaborative and supportive work environment where employees are encouraged to share ideas and contribute to the company's success.