Medical Support Specialist

Position Summary

The Medical Support Specialist serves as the primary point of contact for patients and callers by managing incoming telephone communications for the medical practice. This position requires excellent customer service, strong communication skills, attention to detail, and the ability to multitask in a fast-paced healthcare environment.

While the role is primarily phone-based, occasional face-to-face patient interaction may be required when providing coverage for front desk operations. Following successful training, the Medical Support Specialist will also assist with special projects and other administrative duties as assigned.

Essential Duties and Responsibilities

• Answer and manage incoming phone lines in a professional, courteous, and efficient manner.
• Triage calls and route messages to appropriate providers, clinical staff, or departments.
• Schedule, reschedule, and confirm patient appointments.
• Provide patients with information regarding office policies, procedures, and services.
• Document telephone encounters accurately within the electronic medical record (EMR) system.
• Receive, document, and route patient requests, including referrals, prescription refill requests, medical records requests, and other administrative inquiries.
• Monitor and respond to voicemail messages in a timely manner.
• Maintain confidentiality and comply with HIPAA regulations and practice policies.
• Assist with front desk coverage as needed, including patient check-in/check-out and reception duties.
• Participate in cross-training to support practice operations.
• Complete special projects and additional administrative assignments as directed following completion of training.
• Perform other related duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Previous medical office, healthcare customer service, call center, or other high-volume customer service experience preferred but not required.
• Knowledge of medical terminology preferred but not required.
• Experience with electronic medical records (EMR) systems preferred.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to prioritize tasks and manage multiple responsibilities simultaneously.
• Ability to remain calm, professional, and compassionate when assisting patients in challenging or stressful situations.
• Proficiency with computers, phone systems, and standard office software.
• Ability to work independently and collaboratively as part of a healthcare team.

Physical Requirements

• Prolonged periods of sitting and working at a computer.
• Frequent use of telephone and headset equipment.
• Occasional standing, walking, and interaction with patients when covering front desk responsibilities.

Work Environment

This position is primarily office-based and focused on telephone support. Occasional face-to-face patient interaction may occur when providing front desk coverage or assisting with other practice needs.

In addition, here is what is in it for you when you join us:

• Competitive pay range of $18-$20 per hour, based on experience.
• Paid time off that promotes work-life balance (accrual based).
• Dental and vision benefits.
• Generous health insurance coverage with employer contribution.
• Retirement plan options.
• Discounts given to staff seen at Evergreen Family Health.
• Paid holidays.
• Paid parental leave.
• Short-term disability, long-term disability, and additional voluntary benefits.