Patient Support Specialist

About MEDvidi

MEDvidi is a leading tele mental health provider delivering comprehensive online mental health services through a network of licensed professionals. We specialize in treating ADHD, anxiety, depression, stress, OCD, and insomnia, offering accessible and cost-effective virtual care solutions. With a global workforce of 150+ professionals, we're committed to revolutionizing mental healthcare delivery through innovative telehealth solutions.

Position Overview

The Patient Support Specialist serves as a vital first point of contact for patients seeking mental health services through our telehealth platform. This role focuses on delivering exceptional customer service through various communication channels, providing initial patient support, and ensuring smooth coordination with Provider Assistants for escalated matters. The position emphasizes creating positive patient experiences while maintaining efficient communication flow.

Requirements:

Qualifications:

• Bachelor's degree in any field
• Strong customer service background, minimum 2 years experience
• Excellent verbal and written communication skills
• Basic understanding of healthcare terminology
• Experience with customer relationship management systems
  
  

Preferred

• Experience in healthcare or mental health settings
• Background in telehealth or remote customer support
• Knowledge of HIPAA compliance
• Multilingual capabilities
  
  

Personal Attributes

• Outstanding customer service orientation
• Excellent active listening skills
• Empathetic and patient demeanor
• Strong problem-solving abilities
• Professional and courteous communication style
• Ability to maintain composure in challenging situations
• Detail-oriented and organized
• Team-oriented with positive attitude
• Adaptable to changing priorities
• Commitment to patient privacy and confidentiality
  
  

Technical Competencies

• Customer service platforms and CRM systems
• Communication tools (phone, email, chat systems, Intercom, Slack)
• Documentation and tracking tools
• Virtual meeting platforms
• Troubleshooting skills
• Google Workspace
• Amazon WorkSpaces
• Reliable high-speed internet connection (minimum 20 Mbps download/upload)
• Backup internet connection
• Quiet, dedicated home office space with appropriate equipment
  
  

Responsibilities:

Patient Communication

• Manage incoming patient inquiries through phone, chat, and email channels
• Provide warm, professional first-line support to new and existing patients
• Guide patients through initial steps of their healthcare journey
• Address basic questions about services, processes, and platform usage
• Ensure timely response to all patient communications
• Maintain high standards of customer service in all interactions
  
  

Support Services

• Direct patients to appropriate resources and departments
• Provide backup support for Provider Assistants during high-volume periods
• Relay accurate information about appointment availability
• Document all patient interactions in healthcare management system
  
  

Service Standards & Procedures

• Follow established communication guidelines and templates
• Maintain accurate and timely documentation of all interactions
• Ensure patient privacy and HIPAA compliance in all communications
• Participate in team training and development sessions
• Apply standard operating procedures consistently