Advanced Patient Support Specialist

Job description

Description Summary: The Advanced Patient Support Specialist serves as the first point of contact for patients, assessing and routing inquiries via phone, patient portal, and electronic communications. This role requires strong clinical judgment, critical thinking, and communication skills to connect patients with appropriate care resources while maintaining patient confidentiality and upholding organizational mission and policies. The ideal candidate balances genuine compassion and empathy with operational efficiency, making sound clinical decisions under pressure. Success in this role requires thriving in fast paced environments, exceptional organizational skills, composure during challenging interactions, and a deep commitment to delivering outstanding patient experiences at every touchpoint. This position will report to the Triage Lead and is expected to rotate through the call center one week out of each month to provide real-time support. Key Responsibilities: Clinical Triage & Patient Assessment: - Assess and triage incoming patient phone calls using established evidence-based clinical protocols and decision trees, determining urgency and appropriate level of care. - Conduct...