Clinic Support Specialist- Remote

ABOUT RIA HEALTH

Ria Health, recognized as the leading national telehealth provider specializing in alcohol use disorder (AUD) treatment, recently raised $12.5 million through a Series B financing led by Peloton Equity. Our existing investors SV Health, BPEA and SOSV also participated in the Series B. The investment will further the momentum of commercial partnerships that include regional and national health plans, including Anthem Blue Cross Blue Shield, UnitedHealth Group Optum, Beacon Health Options, Highmark Health, and Magellan Health. Ria Health will enable patients to achieve long term success in reducing or eliminating their alcohol consumption, and live healthier and happier lives. We are seeking a Clinic Support Specialist to join our rapidly growing team.

WORK AT RIA HEALTH AS A CLINIC SUPPORT SPECIALIST

Reporting to the Clinical Operations Manager, the Clinic Support Specialist will be an integral member of the care team, working together to provide superior care and service to a panel of patients. The Clinic Support Specialist will be expected to have a global view of the day and support the patient, provider, and other members of the care team to provide patients with comprehensive and effective virtual visits and complete the tasks of the day as efficiently as possible. The Clinic Support Specialist will be expected to continually critique their role and offer suggestions for improvements and efficiencies in the process design. Clinic Support Specialists from one team may be asked to support other teams as needed and can expect the same support from their colleagues.

COMPETENCIES

• Clinical Support: Provide responsive clinical support to all clinicians at Ria Health.

• Fast-Paced Multitasking: Manage multiple simultaneous priorities and move seamlessly between calls, tickets, scheduling, and documentation without delay or loss of accuracy.

• Administrative Competence: Manage patient requests, patient records, and appointment scheduling.

• Patient Interaction: Communicate effectively and empathetically with members, including those navigating alcohol use disorder (AUD) and co-occurring mental illness.

• Member Support: Answer inbound calls and triage patient inquiries to the appropriate department.

• Independent Judgment: Work autonomously, applying knowledge and sound judgment to new situations without constant oversight.

Safety Protocols: Ensure a safe environment for both patients and staff.PRINCIPAL DUTIES and ESSENTIAL RESPONSIBILITIES

• Answer inbound calls from prospective and current patients in a high-volume, fast-paced setting, ensuring a welcoming and supportive experience.

• Triage calls quickly and accurately, connecting patients with the right resources and transitioning smoothly from one call or task to the next.

• Engage patients virtually in a welcoming, compassionate, and safe manner, with an understanding of the stigma, vulnerability, and challenges many people with AUD/SUD bring to care, while documenting their medical history and current information, ensuring they are set up for their next medical visit for continuity of care (through Ria Health's EMR), and confirming the purpose of the virtual visit (via Zoom).

• Reschedule appointments and assist with scheduling needs as required.

• Create and manage support tickets to track patient inquiries and follow-up needs, balancing multiple open items at once.

• Provide basic troubleshooting and guidance on Ria Health's services and technology.

• Cancellation Management and Patient Retention: Manage cancellation requests by actively listening to understand the patient’s concerns, identifying barriers to continued care, and offering appropriate solutions that support continued program participation. Apply an understanding of the AUD/SUD recovery journey to address concerns empathetically, resolve issues, and promote patient retention while prioritizing the patient experience. .

• Retain and apply a broad base of knowledge, including program details, policies, workflows, and clinical-adjacent information, across a wide variety of patient situations without needing repeated direction or constant supervision.

• Establish and maintain patient confidence, complying with HIPAA regulations and safeguarding medical records and confidential data, patient history, and information.

• Offer high-level support by communicating patient information to Ria Health clinicians and coaches.

• Maintain accurate documentation of all interactions in the EMR, CRM, and ticketing systems.

• Ensure adherence to company standards, policies and procedures, and federal, state, and local requirements at all times.

• Manage email and beginning, middle, and end of day procedures, including answering emails or escalating to the appropriate provider.

• Resolve patient complaints and support complex patients, using good judgment to know when to escalate a situation and when to de-escalate the patient.

• Efficiently execute daily administrative responsibilities as delegated, while remaining readily accessible to support teammates between patient appointments.

• Acknowledge that work may involve Protected Health Information and agree to abide by all company policies and procedures for keeping that information secure and private.

• Agree to work within the policies and procedures of Ria Health, including the Information Security, Acceptable Use, Remote Work/Teleworking, and Monitoring and Recording policies. Violation of company policies may be grounds for discipline, up to and including termination.

• Demonstrates the ability to respond thoughtfully to cancellation requests, understand member concerns, and identify appropriate ways to support continued engagement 

GOALS:

• Establish trust with Ria Health members by building rapport and establish trust with Ria Health members through active listening, empathetic communication, and nonjudgmental support that recognizes the complexities of AUD/SUD. 

• Thrive in a fast-paced virtual environment, handling competing demands efficiently while maintaining a calm, compassionate presence.

• Operate independently and confidently, taking ownership of tasks and decisions with minimal oversight.

• Offer high-level support to the clinical team as well as other departments as needed.

• Represent Ria Health's dedication to both healthcare and technology advancement by bringing career experience in both the tech space and medical support.

• Maintain strict confidentiality and adhere to HIPAA requirements, organizational policies, and established procedures when handling sensitive member information.

• Support member engagement and continuity of care by identifying barriers, addressing concerns, and connecting members with appropriate resources in a timely manner 

• Recognize and respond appropriately to members’ emotional needs, demonstrating patience, compassion, and nonjudgmental communication when navigating sensitive or challenging situations.

• Ability to thrive in a growing organization by adjusting quickly to evolving workflows, shifting priorities, and changing processes while maintaining efficiency and quality. 

KPIs/Metrics

• Call Handling Efficiency – Answering and triaging inbound calls promptly, directing members to the appropriate department with minimal wait times.

• Task Management and Responsiveness – Moving between calls, tickets, scheduling, and documentation without delays or dropped items.

• Ticket Resolution Speed – Creating and resolving support tickets within one business day to ensure timely follow-up.

• Appointment Management – Accurately rescheduling patient appointments with minimal errors or delays.

• Documentation Accuracy – Logging all interactions properly in the EMR, CRM, and ticketing systems within 24 hours.

• Member Satisfaction – Positive feedback from patient interactions, as measured by internal surveys and team supervision reviews.

• Escalation Effectiveness – Proper identification and escalation of urgent issues to the appropriate teams for resolution.

• Independent Problem Solving – Resolving routine and novel situations accurately without repeated guidance, applying knowledge consistently across cases.

• Retention Focus – Effectively manage cancellation requests by addressing member concerns, identifying appropriate solutions, and prioritizing member satisfaction and retention within the program. 

Required skills and experience:

• Proven ability to work in a fast-paced environment, managing multiple tasks at once and shifting from one task to another without delay or loss of quality.

• Understanding of the AUD/SUD population and the challenges they face, including stigma, ambivalence about change, relapse, and barriers to consistent care.

• Ability to work independently and self-direct throughout the day, with minimal supervision.

• Strong memory and information retention, with the ability to apply what you know to varied situations without constant oversight or reference.

• Ability to quickly build rapport and trust with patients and the Ria Health team.

• 1-3 years of experience as a certified Medical Assistant or in an addiction treatment patient services role. .

• Healthie EMR experience preferred.

• Familiarity with addiction treatment programs, from community meetings to rehab, is preferred.

• Comfort using online systems, apps, and technology (experience with GSuite, Zoom, Healthie, and CRM systems is a plus).

• Polished and professional presentation and communication.

• Active listener with excellent verbal and written communication skills.

• Strong organizational skills and the ability to prioritize in a high-paced virtual setting.

• A private, secure workspace with reliable high-speed internet for calls and virtual meetings.

• Strong problem-solving skills, especially when managing member cancellation requests, with an emphasis on solutions that prioritize patient retention and experience.

• Flexible and naturally curious in the discovery of solutions to current company challenges, with an interest in the tech and healthcare industries.

EQUAL EMPLOYMENT OPPORTUNITY

Ria Health provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Ria Health Vision:

A world with accessible, compassionate, and effective treatments to reduce the burden of all those who suffer from Alcohol Use Disorder.

Ria Health Mission:

We combine medical science, technology, and human compassion to deliver private, evidence-based, telehealth alcohol treatment programs for anyone who wants to drink less and live better.

Ria Health Values:

Compassion – we promote a culture of empathetic care and communication. We actively listen, we always encourage, and we provide support.

Integrity – We are honest, open, ethical, and fair. We hold ourselves accountable when we make mistakes.

Teamwork – working together, we will achieve great things.

Embrace Change – we work to drive improvement over perfection, measuring and questioning the status quo to make progress and enhancement.

Always Learning – We celebrate curiosity and discovery through development and research.