Modern Thyroid Clinic- Virtual Patient Support Specialist

Status: Full-Time or Part-Time (Remote)

• $22/hour to start
• $2/hour increase after successful completion of 90 days

The Virtual Patient Support Specialist serves as the primary point of contact for patients and prospective patients. This role functions as a live answering service during business hours while also providing real-time administrative and clinical support to the care team. The ideal candidate is calm under pressure, highly organized, and confident communicating with patients in a virtual clinical environment.

• Act as a live answering service during active business hours
• Answer incoming calls and address patient questions regarding:
  • Clinic services and process
  • Patient fit within scope of practice
  • Onboarding steps and required paperwork
• Assist existing patients with:
  • Lab orders
  • Supplement store questions
  • Patient portal navigation
• Record and route messages to appropriate team members
• Check voicemail and return calls the same business day
• Forward urgent messages and emergency refill requests to providers
• Assist with patient payments when necessary
• Respond to prospective patient emails within Beyond CRM
• Call patients prior to health coach visits to confirm:
  • Registration completion
  • All required paperwork is submitted
  • Any remaining questions are answered

• Provide real-time support to the lead clinician
• Manage real-time rescheduling for:
  • Clinicians
  • Health coaches
• Retrieve lab results from labs as needed
• Resend lab orders to labs when necessary
• Support patient portal flow, including:
  • Lab forms
  • Scheduling requests
  • General portal inquiries
• Report on:
  • Prospective patients
  • Newly registered patients

• Maintains a calm, professional demeanor while multitasking
• Communicates clearly and compassionately with patients
• Effectively prioritizes tasks in a fast-paced environment
• Demonstrates strong problem-solving and follow-through
• Builds rapport with patients, clinicians, and team members
• Comfortable working independently in a virtual setting