Clinical Support Representative (CSR)

Clinical Support Representative (CSR): 🤝🩺

The Clinical Support Representative (CSR) works within our CX - Practice Administration team and serves as a patient-facing contact center role dedicated to supporting clinical operations and care coordination during business hours. This role responds to inbound patient calls and conducts outbound follow-ups related to prescriptions, prior authorizations, lab and imaging orders, referrals, and other clinical workflow questions.

Clinical Support Representatives work directly within the Electronic Health Record (EHR) to review patient charts, understand the status of clinical orders and prescriptions, document patient interactions, and route requests to the appropriate clinical teams. While CSRs do not provide medical advice or perform licensed clinical tasks, they play a critical role in ensuring patients receive timely, accurate information and that clinical requests are properly documented and escalated.

This job is “HOT”: 🔥

This role serves as a key operational bridge between patients and Medical Assistants, RNs, and providers—reducing clinical inbox volume, improving response times, and enhancing the overall patient experience.

Business impact: 📈

Patient Communication & Support

• Serve as the primary contact for inbound patient calls routed through PSRs and/or AI phone tree routing (clinical phone tree option).

• Conduct outbound follow-up calls or texts related to open clinical requests as needed.

• Answer patient questions regarding:

• Prescription and pharmacy status

• Prior authorization progress

• Lab and imaging orders and scheduling

• Referral status and coordination

• Provide clear, empathetic explanations using approved scripts and workflows.

Clinical Coordination (Non-Clinical)

• Review patient charts in the EHR to understand order, prescription, and referral status.

• Document all patient interactions, requests, and follow-ups accurately in the EHR.

• Route clinical tasks to Medical Assistants, RNs, or providers according to escalation protocols.

• Track outstanding requests and follow up to ensure timely resolution.

Workflow, Compliance & Quality

• Follow standardized workflows to determine when to resolve, route, or escalate inquiries.

• Maintain strict adherence to HIPAA and PHI handling requirements.

• Meet defined service-level expectations for response time, documentation accuracy, and follow-through.

• Participate in training, QA reviews, and continuous improvement initiatives.

Collaboration

• Partner closely with Patient Service Representatives, Medical Assistants, RNs, and Practice Administration leadership.

• Surface recurring patient issues, bottlenecks, or workflow gaps to leadership.

Scope Of Work & Guardrails: 🛡️📋

Clinical Support Representatives:

• Do not provide medical advice or clinical interpretation.

• Do not modify treatment plans, prescriptions, or orders.

• Follow defined escalation protocols for all clinical decision-making.

What you will need to succeed: 🌱

• 2+ years of experience in a healthcare contact center, medical office, or clinical operations environment.

• Experience working with EHR systems (Athenahealth strongly preferred).

• Strong understanding of outpatient healthcare workflows (prescriptions, labs, referrals, prior authorizations). Telehealth experience preferred.

• Excellent verbal and written communication skills.

• High attention to detail and ability to follow structured workflows.

• Ability to work independently in a remote environment with reliable internet and a private workspace.

• Medical Assistant background or equivalent outpatient clinical experience.

• Experience supporting prior authorizations, referrals, or pharmacy coordination.

• Zendesk or similar contact center platform experience.

• Telehealth or virtual care experience.

Hours: This role works Monday through Friday, 9:30AM - 6pm PST (*includes a 30min unpaid lunch)

What we offer: 💼 ✨

• $23/hr, full-time, non-exempt employment

• 100% remote work environment.

• Desirable benefits package, including:

• Health, dental and vision

• Paid holidays

• Flexible time off

The interview process will include: 📚

1. Recruiter Screen (30 min)

2. Hiring Manager Screen (30 min)

3. Team Interviews (30 min)

4. Final Interview