Job Description

Position: Virtual Patient Support Specialist

Status: Full-Time or Part-Time (Remote)

Compensation

• $22/hour to start
• $2/hour increase after successful completion of 90 days

Role Overview

The Virtual Patient Support Specialist serves as the primary point of contact for patients and prospective patients. This role functions as a live answering service during business hours while also providing real-time administrative and clinical support to the care team. The ideal candidate is calm under pressure, highly organized, and confident communicating with patients in a virtual clinical environment.

Key Responsibilities

Phone & Patient Communication

• Act as a live answering service during active business hours
• Answer incoming calls and address patient questions regarding:
  • Clinic services and process
  • Patient fit within scope of practice
  • Onboarding steps and required paperwork
• Assist existing patients with:
  • Lab orders
  • Supplement store questions
  • Patient portal navigation
• Record and route messages to appropriate team members
• Check voicemail and return calls the same business day
• Forward urgent messages and emergency refill requests to providers
• Assist with patient payments when necessary
• Respond to prospective patient emails within Beyond CRM
• Call patients prior to health coach visits to confirm:
  • Registration completion
  • All required paperwork is submitted
  • Any remaining questions are answered

Administrative & Clinical Support

• Provide real-time support to the lead clinician
• Manage real-time rescheduling for:
  • Clinicians
  • Health coaches
• Retrieve lab results from labs as needed
• Resend lab orders to labs when necessary
• Support patient portal flow, including:
  • Lab forms
  • Scheduling requests
  • General portal inquiries
• Report on:
  • Prospective patients
  • Newly registered patients

Ideal Candidate Characteristics

• Maintains a calm, professional demeanor while multitasking
• Communicates clearly and compassionately with patients
• Effectively prioritizes tasks in a fast-paced environment
• Demonstrates strong problem-solving and follow-through
• Builds rapport with patients, clinicians, and team members
• Comfortable working independently in a virtual setting

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