Practice Support Specialist (On-site)

Aptihealth•Clifton Park, NY

52d•$25•Onsite

About The Position

As a Practice Support Specialist, you'll be part of our Practice Support team, serving as the first point of contact for patients, referring partners, and internal staff. Most of your day will be spent on the phones, answering calls, listening carefully, and helping patients get the support they need with care and professionalism. This full-time, in-person role is based in our Clifton Park office, Monday through Friday, 9 a.m. to 5 p.m. You'll also help manage requests that come in by email and ticketing, verify insurance eligibility, schedule and reschedule appointments, and assist patients with registration or other needs. This role is all about creating a positive, efficient, and supportive experience for every caller while keeping communication flowing smoothly across the team.

Requirements

High School diploma or GED required; bachelor's degree strongly preferred
Must be able to work on-site in our Clifton Park office
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 prriorities
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

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