[Hiring] Clinical Support Specialist @Amwell

Role Description

We seek a highly skilled and customer-focused Clinical Support Specialist within Amwell Network Operations Center (NOC). As a Clinical Support Specialist, you will be responsible for providing exceptional customer service through our call center and case management while assisting patients and providers with issues they experience on the platform. You will function as the provider’s staff, supporting their administrative needs such as calling in prescriptions, preparing sick notes, and assisting them while they navigate the platform. The ideal candidate must possess excellent communication skills, have a passion for delivering outstanding customer service, and be able to effectively multitask while managing multiple cases.

Core Responsibilities

• Take calls from pharmacies to assist patients in resolving post-visit issues.
• Support the AMG provider network by calling in prescriptions and preparing sick slips on their behalf after receiving their approval.
• Work with providers to resolve patient issues.
• Manage the Code Blue escalation process to alert emergency services for patients at the direction of providers.
• Efficiently process assigned cases and resolve patient and provider issues or requests.
• De-escalate situations involving dissatisfied customers by offering assistance and support to both patients and providers.
• Stay updated on workflow changes to deliver accurate and effective support.
• Identify possible patient system abusers and report them to the appropriate team.
• Escalate cases to the appropriate internal departments to ensure resolution for workflows outside the team’s scope.
• Participate in ongoing training sessions to continuously improve knowledge and customer service skills.
• Communicate with leaders regarding any system, operational, or personnel issues.

Qualifications

• Strong written and verbal communication skills.
• Excellent active listening skills.
• Exceptional interpersonal and rapport-building abilities.
• A patient and empathetic attitude.
• Ability to navigate challenging situations and maintain composure in high-stress environments.
• Strong time management and organizational skills.
• Adaptability and flexibility.
• Comfort working in fast-paced environments.
• Strong customer service orientation and ability to interact with diverse groups.
• Troubleshooting skills, either basic or advanced depending on the role and industry.
• Computer literacy with proficiency in computer functions such as Microsoft Office and other relevant software programs.
• Phone skills, including familiarity with complex or multi-line phone systems.
• A proven track record of exercising good judgment and managing constantly changing priorities in a positive and professional environment.
• Adaptability to learn and scale new workflows in a fast-paced and constantly evolving environment.

Benefits

• Flexible Personal Time Off (Vacation time)
• 401K match
• Competitive healthcare, dental and vision insurance plans
• Paid Parental Leave (Maternity and Paternity leave)
• Employee Stock Purchase Program
• Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
• Free Subscription to the Calm App
• Tuition Assistance Program
• Pet Insurance