Clinic Support Specialist- Remote

Ria Health; Kansas; Hybrid; USD 42,000 - 64,000; Full time

Job summary

Ria Health is seeking a Clinic Support Specialist to join our remote care team. You will support clinicians by handling patient inquiries, scheduling, and documentation throughout virtual visits, ensuring a compassionate, efficient experience for patients navigating AUD treatment.

Reporting to the Clinical Operations Manager, you will triage requests, maintain patient records in our EMR, and collaborate across teams to keep the patient journey smooth and safe while upholding quality standards in

Qualifications

• Experience in clinical support or care coordination.
• Ability to handle high-volume calls and documentation.
• Strong scheduling and record-keeping skills.
• Empathy and effective communication with AUD patients.

Responsibilities

• Answer inbound calls from patients in a high-volume setting.
• Triage calls and connect patients with resources.
• Document medical history and visit purpose in the EMR.
• Reschedule appointments as needed.
• Create and manage support tickets to track inquiries.
• Provide basic troubleshooting of the service and technology.

Skills

Clinical support

Multitasking

Administrative support

Patient communication

Member support

Independent judgment

Job description

Job Title Clinic Support Specialist- Remote Job ID 27786850 Work From Home Yes Work Remote Yes Location US Work From Home Remote Other Location Description

About Ria Health

Ria Health, recognized as the leading national telehealth provider specializing in alcohol use disorder (AUD) treatment, recently raised $12.5 million through a Series B financing led by Peloton Equity. Our existing investors SV Health, BPEA and SOSV also participated in the Series B. The investment will further the momentum of commercial partnerships that include regional and national health plans, including Anthem Blue Cross Blue Shield, UnitedHealth Group Optum, Beacon Health Options, Highmark Health, and Magellan Health. Ria Health will enable patients to achieve long term success in reducing or eliminating their alcohol consumption, and live healthier and happier lives. We are seeking a Clinic Support Specialist to join our rapidly growing team.

WORK AT RIA HEALTH AS A CLINIC SUPPORT SPECIALIST

Reporting to the Clinical Operations Manager, the Clinic Support Specialist will be an integral member of the care team, working together to provide superior care and service to a panel of patients. The Clinic Support Specialist will be expected to have a global view of the day and support the patient, provider, and other members of the care team to provide patients with comprehensive and effective virtual visits and complete the tasks of the day as efficiently as possible. The Clinic Support Specialist will be expected to continually critique their role and offer suggestions for improvements and efficiencies in the process design. Clinic Support Specialists from one team may be asked to support other teams as needed and can expect the same support from their colleagues.

Competencies

• Clinical Support: Provide responsive clinical support to all clinicians at Ria Health.
• Fast-Paced Multitasking: Manage multiple simultaneous priorities and move seamlessly between calls, tickets, scheduling, and documentation without delay or loss of accuracy.
• Administrative Competence: Manage patient requests, patient records, and appointment scheduling.
• Patient Interaction: Communicate effectively and empathetically with members, including those navigating alcohol use disorder (AUD) and co-occurring mental illness.
• Member Support: Answer inbound calls and triage patient inquiries to the appropriate department.
• Independent Judgment: Work autonomously, applying knowledge and sound judgment to new situations without constant oversight.

Safety Protocols: Ensure a safe environment for both patients and staff.

PRINCIPAL DUTIES and ESSENTIAL RESPONSIBILITIES

• Answer inbound calls from prospective and current patients in a high-volume, fast-paced setting, ensuring a welcoming and supportive experience.
• Triage calls quickly and accurately, connecting patients with the right resources and transitioning smoothly from one call or task to the next.
• Engage patients virtually in a welcoming, compassionate, and safe manner, with an understanding of the stigma, vulnerability, and challenges many people with AUD/SUD bring to care, while documenting their medical history and current information, ensuring they are set up for their next medical visit for continuity of care (through Ria Health's EMR), and confirming the purpose of the virtual visit (via Zoom).
• Reschedule appointments and assist with scheduling needs as required.
• Create and manage support tickets to track patient inquiries and follow-up needs, balancing multiple open items at once.
• Provide basic troubleshooting and guidance on Ria Health's services and technology.
• Cancellation Management and Patient Retention: Manage cancellation requests by actively listening to understand the patient’s concerns, identifying barriers to continued care, and offering appropriate solutions that support continued program participation. Apply an understanding of the AUD/SUD recovery journey to address concerns empathetically, resolve issues, and promote patient retention while prioritizing the patient experience. .
• Retain and apply a broad base of knowledge, including program details, policies, workflows, and clinical-adjacent information, across a wide variety of patient situations without needing repeated direction or constant supervision.
• Est