[Hiring] Practice Support Specialist @aptihealth

Role Description

As a Practice Support Specialist, you will serve as the first point of contact for patients, referring partners, and internal staff. Most of your day will be spent on the phone, answering calls and helping patients with scheduling, registration, and general support. You’ll also manage requests that come in through email and ticketing, verify insurance eligibility, and coordinate with internal teams as needed. This is a full-time, remote position focused on creating a positive, efficient experience for every patient interaction.

Qualifications

• High School diploma or GED required; bachelor’s degree strongly preferred
• 1-2 years of experience in a customer service, patient experience, or customer success role
• Empathetic, patient, and professional communicator able to support a wide range of individuals
• Strong problem-solving abilities with a commitment to follow-through and positive outcomes for patients, partners, and team members
• Highly organized with strong attention to detail and ability to manage multiple priorities
• Ability to work in a HIPAA-compliant manner and maintain confidentiality with sensitive data
• Self-motivated, dependable, and comfortable working both independently and collaboratively
• Adaptable in a small, fast-paced team environment where processes may evolve quickly
• Comfortable using multiple software platforms and web-based applications; experience with Zendesk or similar ticketing systems is a plus
• Prior experience in a medical or behavioral health setting is a plus

Requirements

• Ability to work remotely during Eastern Time (EST) business hours in a quiet, professional home office environment

Responsibilities

• Answer incoming phone calls and respond to inquiries, complaints, and support requests from patients, partners, and internal staff
• Recognize and appropriately route urgent or crisis-related calls in accordance with established clinical escalation protocols
• Manage support tickets and follow up to ensure timely resolution and a positive experience for each requester
• Collaborate with cross-functional teams, including Clinical, Billing, and Care Coordination, to ensure smooth handoffs and timely resolution of requests
• Verify insurance eligibility and update patient information accurately across systems
• Support patients with scheduling, rescheduling, registration, platform access, and other needs throughout their care journey
• Respond to medical record requests in a timely manner and in accordance with company policies and regulatory requirements
• Document all interactions accurately and consistently in accordance with standard operating procedures

Benefits

• Comprehensive Medical, Dental, and Vision plans available
• Paid Time off, Sick Time and Paid Company Holidays
• 401k Retirement Savings Program with 2% Company matching
• Voluntary Life Insurance
• Employee Assistant Program (EAP)