About the role
AgelessRx's Clinical Support Specialist will play a vital role in the Clinical Operations vertical by enhancing department efficiency and ensuring optimal patient care. Under the direction of the providers, the specialist will engage with patients through various communication channels to address common inquiries, document side effects and adverse drug events, review patient check-ins, and assess and document dosage change requests to ensure providers have accurate information prior to making any adjustments. Additionally, the Clinical Support Specialist will be responsible for ensuring that patient inquiries and needs are addressed in a timely manner and contribute to clinical operations and projects aimed at improving the quality and efficiency of clinical services.
What you'll do
Clinical Support
- Screen and process patient check-in forms to ensure optimal outcomes, address potential side effects, and manage Adverse Drug Events in collaboration with approving provider
- Review and document dosage change requests to ensure providers have all relevant information before making adjustments
- Screen patient messages, relay them to providers, respond when necessary, and escalate any requests that extend beyond scope
- Support clinical activities by assisting with patient intake screenings, scheduling of appointments, managing medical records, and collaborating with clinical staff, including providers, and other administrators.
- Streamline processes that will enhance patient satisfaction, quality of care, and overall clinical productivity in collaboration with the clinical team
Optimize Team Performance
- Routinely monitor team Key Performance Indicators (KPIs) and relevant provider performance metrics to identify trends, ideate opportunities for improvement, and remain committed to team efficiency and productivity
- Partner with Provider Engagement and Compliance to perform regular audits and assessments of clinical support services to uphold quality standards and identify areas for improvement
- Create, update, and enforce relevant Standard Operating Procedures (SOPs) for the clinical support team
- Continuously monitor departmental activities, including provider and patient feedback, provider requests, service requests, and make improvements as needed
Stakeholder Management
- Work directly with the medical team to ensure quality of care standards are met or exceeded; adjust workflows accordingly
- Act as a liaison between the clinical support team, customer experience team, and the medical team, ensuring clear and effective communication
- Maintain a working knowledge of healthcare policies, technology, and best practices
Qualifications
- Previous experience in a clinical setting (e.g., nursing, medical assisting, telemedicine, or healthcare support role)
- Familiarity with electronic health records (EHR/EMR) systems and healthcare documentation
- Experience supporting physicians, nurses, or care teams in a fast-paced environment
- Strong clinical knowledge and understanding of medical terminology, procedures, and patient care protocols
- Excellent communication skills, both verbal and written, with a professional and compassionate demeanor
- High attention to detail and strong organizational skills
- Ability to triage patient concerns and escalate appropriately
- Comfortable with technology, including telehealth platforms and HIPAA-compliant communication tools
- Patient-focused mindset with empathy and professionalism
- Adaptable and able to work both independently and collaboratively
- Demonstrated ability to handle sensitive information with discretion
- Ability to work either 8:30-5pm ET Monday – Friday or 2-10pm ET Friday - Wednesday