Practice Support Specialist

Life at aptihealth

Backed by $70M in funding from world-class investors including Takeda Digital Ventures, Pivotal Life Sciences and Vista, the aptihealth team is comprised of health care, data science and technology experts passionate about transforming behavioral healthcare. aptihealth is a digital technology platform with an affiliated medical group that makes it easier for people to access speedy high quality mental health care at the right place and right time.   The technology and provider group reach people who need care, connect, follow and demonstrate improved outcomes. Everything we do at aptihealth is centered on our mission to revolutionize care and to ensure that the millions of people who need and deserve it have access to it. As a curious and collaborative teammate, someone excited about tackling the hard problems in healthcare and technology, you will play a key role in making that mission a reality. Together, we’ll create and innovate transformative behavioral healthcare – for millions of people.

What We Offer

• The opportunity to make life better for millions of people
• An environment of positive and super smart colleagues
• Turning innovative ideas into real-world results
• Encouraging curiosity and collaboration
• Priding ourselves in being diverse and inclusive
• Fostering a company of trust & accountability
• Investment in our team with continuous learning opportunities
• Balancing extraordinary work with your personal life
• Flexible working hours and lots of freedom in your work habits

Role

As a Practice Support Specialist, you will conduct all patient-facing duties. You will answer incoming phone calls, answering questions and redirecting calls as necessary. You will also review all customer service tickets submitted electronically, conduct tasks to resolve issues, and communicate with patients regarding the resolution. You will assist with patient benefit eligibility, scheduling and rescheduling, and ensure all required patient health insurance records are exchanged and added to patient records. As Practice Support Specialist, you will enhance the patient experience at aptihealth by providing genuine customer service support throughout their therapeutic journey.

Responsibilities

• Answer incoming phone calls and respond to patient inquiries, complaints, and customer service support requests
• Provide accurate and detailed information about the company’s offerings and services
• Identify and escalate priority issues to the appropriate personnel; seek answers to questions when necessary and communicate answers and resolutions back to patients via email and phone
• Manage customer-service related electronic tickets, conduct tasks as required and follow-up with patients to provide resolution details and answer follow up questions
• Document all call information according to standard operating procedures; upload patient chart data and add contact notes as necessary
• Assist patients with scheduling and re-scheduling appointments
• Ensure patient satisfaction and provide professional customer service
• Meet or exceed performance targets and goals

Requirements

• 1-2 years of experience in a customer service or call center role
• Excellent communication skills, both verbal and written
• Proven problem-solving skills & commitment to follow-through
• Highly organized with attention to detail and accuracy; ability to multi-task
• Tech-savvy; able to work among multiple software- and web-based applications and platforms
• Must have reliable internet to be able to perform remote work
• Strong interpersonal and relationship-building skills
• Ability to work in a HIPAA-compliant manner with sensitive and private data, communicating with patients in an empathetic and professional manner
• Ability to work independently and as part of a team
• Previous experience in medical office environment a plus
• High School diploma or GED required, Associate degree strongly preferred

The expected full-time salary range for this role is $50,000 - $57,000 annually and is dependent on a variety of factors, including qualifications and years of experience.

About aptihealth

aptihealth, inc. is a behavioral health engagement company that seamlessly integrates physical and behavioral healthcare.  Our platform connects medical providers, behavioral health specialists and patients with our proprietary assessment and treatment management protocols to get and keep patients healthier faster.  aptihealth’s structured therapy programs are centered on its proprietary 15 Life Domain Clinical Framework© that efficiently provides collaborative care teams with the most thorough understanding of a patient’s behavioral health needs.  The aptihealth platform connects patients and their care teams with licensed behavioral health specialists who provide 90-day and extended care therapy by phone or video supported by an easy-to-use consumer friendly digital experience.  The aptihealth program is evidenced to get individuals into therapy faster and clinically proven to improve both behavioral and medical outcomes while lowering overall cost.  aptihealth’s investors include Hudson River Capital Holdings, KASA Investments and Timber IV.

At aptihealth, we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our team, products and community.  aptihealth is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know by contacting us.

To all recruitment agencies: aptihealth does not accept agency resumes. Please do not forward resumes to us, our team members or any other organization location. aptihealth is not responsible for any fees related to unsolicited resumes.

For more information, please contact us at:

aptihealth, inc.
268 Broadway, Suite 101
Saratoga Springs, NY  12866
(888) 454-3827