Support Services Representative

Avita Pharmacy; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

Avita Pharmacy is seeking a Support Services Representative to ensure effective daily operations and to assist patients, clinicians, and clients. The role involves responding to customer needs in a friendly, professional manner and requires a strong customer service background. Join Avita Pharmacy to be part of a team dedicated to delivering equitable health solutions, particularly focused on diverse and minority communities.

Benefits

Healthcare benefits (medical, dental, vision)

Paid Time Off (PTO)

Company Paid Holidays and Personal Floating Holidays

Professional Learning & Development opportunities

401(K) Retirement Savings Plan with company match

Voluntary benefits – Pet Insurance, Identity Theft Protection

Qualifications

• 1+ years’ experience in a professional clinical or office setting required.
• Basic knowledge of healthcare terminology and PrEP Practices.
• Proficient in English, with strong verbal and written communication skills.

Responsibilities

• Assists Support Service Team in day-to-day operations in a fast-paced telemedicine environment.
• Verifies, files, and updates sensitive information such as patient insurance/health records.
• Contacts patients for various care needs to maintain a high level of care.

Skills

Customer Service

Communication

Adaptability

Interpersonal Skills

Education

High School Diploma or equivalent

Bachelor’s Degree

Job description

Q Care Plus provides quality, stigma-free care through community partnerships and technology. The Support Services Representative works to ensure smooth day- to-day operations by providing assistance to Avita Care Solutions Patients, Clinicians, and CBO Clients (collectively “Customers”) via direct response to “Customer” needs and also through various auxiliary support functions (e.g. gathering medical/patient documentation).

This is a remote position, based in a residential office. The work schedule will be: Monday - Friday from 8:30 a.m. to 5:00 p.m. EST or MST based on your residential time zone.

About the Role:

• Assists Support Service Team in day-to-day operations in a fast-paced telemedicine environment
• Interacts with Customers with a service-first attitude and friendly demeanor
• Verifies, files, and updates sensitive information such as patient insurance / health records in order to assist in the care of patients
• Contacts patients for various care needs in order to maintain and continue a high level of care and coverage
• Responds to various Customer concerns and requests via phone, fax, email, and "Chat" channels
• Determines the nature of Customer concern, and provides assistance as appropriate
• Meets defined performance metrics, including volume and efficiency of messages, chats, tasks completed, tasks per hour, and incoming/outgoing calls
• Provides coverage for team members as needed to ensure consistent support and service continuity
• Performs all other duties as assigned

About You:

• High School Diploma or equivalent required
• Bachelor’s Degree preferred
• 1+ years’ experience in a professional clinical or office setting required
• Telehealth work environment is a plus
• Customer Service experience required
• Background in healthcare, benefits administration, technical support, customer care, or related field preferred
• Basic knowledge of healthcare terminology and PrEP Practices
• Able to interact with a broad and diverse Customer base, with a largely LGBTQ+ and minority-focused population
• Experienced with Infectious Diseases or HIV Care preferred
• Able to maintain privacy rules and practices / adhere to standard compliance guidelines
• Adaptable and able to thrive in a fast-paced work environment under various amounts of pressure
• Excellent interpersonal and communication skills to promote optimal patient care
• Proficient in English, with strong verbal and written communication skills
• Bilingual fluency in Spanish is highly preferred
• Strong MS Office computer skills with the ability to type 30+ wpm
• Perform all other duties as assigned
• Must have a positive attitude, be energetic and flexible, have excellent phone etiquette, and provide exceptional customer service

AtQ Care +, compassionate care is at the heart of everything we do.Join Q Care + and get inspired tobe the care that unlocks the full potential of health for all.We’re committed to promoting health equity by providing comprehensive, integrated access to pharmacy services, clinical care delivery and digital health through our individualized and culturally competent LGBTQ+, HIV, PrEP, and sexual wellness care.We offer competitive benefits:

Healthcare benefits(medical, dental, vision) for eligible team members and their families, along with additional company paid and voluntary benefit offerings.Six Company Paid Holidays and Three Personal Floating holidays, Paid Time Off (PTO),

Paid Leaves- Bereavement, Sick Leave, Time to Vote, Jury Duty, Award Recognition Program, Professional Learning & Development opportunities

Company Paid benefits– Basic Life and AD&D,

Voluntary benefits– Long and Short-term Disability, Pet Insurance, Accident, Hospital Indemnity, Critical Illness, Identity Theft Protection, 401(K) Retirement Savings Plan with company match.

Pay range: $18/hr. - $24/hr. based on credentials and geographic location

Q Care +is an Equal Opportunity Employer dedicated to building a diverse, inclusive, and authentic workplace. We welcome everyone by recruiting, hiring, and promoting individuals without regard to their sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, veteran status, or any other status protected by applicable law. We provide reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws.

All benefits are subject to the applicable plan terms.