Central Support Specialist

About the role
In this position you will have a vital role in ensuring the completion of all remote administrative tasks so that our Carbon Health patients have all proper documents in order to continue their care and recovery beyond our clinic doors. You will have a visible and important role in maintaining patient satisfaction and operational success by supporting our patients and clinicians at our multiple clinics throughout California and Nevada from a central location.

What you'll do

• Provide exceptional friendliness, empathy and customer service via phone, email and other platforms.
• Perform exceptional troubleshooting steps to make sure prompt resolution to platform issues.
• Prioritize tasks accordingly between a variety of platforms and responsibilities.
• Triage situations while gathering vital information for resolution (verifying insurance, reviewing self-pay pricing.)
• Owning the process of writing and issuing important referrals
• Handling prior authorizations for imaging and specialty services 
• Owning the response and actions related to handling faxes, live chats, emails and secure messages via the Carbon Health App
• Act as a subject matter expert on all things Carbon Health
• Ensure operational integrity by following established protocols
• Developing and suggesting process improvements that will have a direct impact on the benefit patients, clinicians, colleagues and overall operations
• Ensure patients have completed documentation for Virtual Video Visits

Qualifications

• Strong belief that patients should have greater access to their healthcare team, to their own health information, and a greater ability to make informed decisions about their care
• A caring individual with true compassion who is excited to build a new model for healthcare delivery
• Creative, teamwork oriented, troubleshooting, flexible, and always puts the patient first
• Familiarity of Apple products, including iPads and MacBook’s, and Google Business Suite apps
• An ability to remain focused and calm during challenging situations
• Prior health care or clinic/hospital experience 
• Prior experience in Support or Escalation roles
• A person with a track record of being a successful team member and a transversal leader