Telehealth Support Specialist

Octiva Healthcare provides a 24/7 extension of clinics with three tiers of services: support specialists for general inquiries, message-taking, and appointment scheduling; nurses for medical concerns; and clinicians for advanced medical care.

We are seeking a dedicated Healthcare Support Specialist to join our remote team. This role is pivotal in managing inbound patient calls, ensuring seamless communication, and providing exceptional service to our patients.

Patient Interaction: Manage and respond to inbound patient calls with professionalism and empathy. Address patient inquiries regarding appointments, medical procedures, and general health concerns. Appointment Management: Schedule, reschedule, or cancel patient appointments using our electronic health record system. Ensure all appointments are accurately recorded and patients are informed of their appointment details. Call Routing: Efficiently route calls to the appropriate members of our clinical care team, including doctors, nurses, or specialists, based on the patient's needs. Technical Support: Provide basic technical assistance to patients using telehealth services or accessing patient portals. Troubleshoot common issues to ensure patients can utilize our digital health platforms effectively. Documentation: Maintain accurate and confidential patient records. Ensure all interactions are logged correctly in compliance with HIPAA regulations. Customer Service: Deliver high-quality customer service, aiming to resolve patient concerns in one call when possible. Follow up on unresolved issues to ensure patient satisfaction. Team Collaboration: Work closely with clinical staff to relay critical information and ensure continuity of care. Participate in team meetings to discuss patient care improvements and operational efficiencies.