Clinical Support Specialist

Medplace is a fast-growing health tech startup in Phoenix, AZ. We have a hybrid team and fully remote team that perform the daily work. We are partners in peer and case review for healthcare (and other) organizations across the United States. Think of us as the “Uber for medical experts.” We’re looking for a Clinical Support Specialist to be the clinical point of contact for our clients.

About the role

You’ll be the go-to clinical contact for assigned clients with questions or concerns about their review experience. You’ll answer clinical questions about peer review reports and assist in ensuring client review forms are accurate. You'll work to problem solve and ensure satisfaction with solutions.

You’ll also manage encounter retrieval requests from Epic and OCHIN clients, including ordering dates and criteria, tracking requests and resolutions for audit purposes.

You’ll troubleshoot EHR access and security permissions, to ensure we have quick access to begin encounter retrieval.

When problems come up, you’ll dig into the root cause and work out where the issue has occurred and how we can resolve. You’ll test fixes, document what works, and know when to escalate. You’ll also help identify workflow problems and suggest ways clients or Medplace can improve the review experience, final report, and overall experience.

Along the way, you’ll help ensure HIPAA and other privacy requirements are met.

What we’re looking for

• Medical Assistant (MA) or Licensed Practical Nurse (LPN), or similar clinical experience may be considered
• Experience with EHR systems
• Strong communication skills- especially to clients, comfortable on the phone, over video, and by email
• A problem-solving mindset and the ability to think through challenges systematically
• Detail-oriented and organized, and comfortable learning new systems
• Good judgment about when to ask for help or escalate

Preferred

• Experience at a Federally Qualified Health Center (FQHC) or Critical Access Hospital
• 2+ years working with EHR systems
• Experience supporting healthcare operations and environments
• Familiarity with Epic or OCHIN EHR
• Experience troubleshooting concerns or challenges

Benefits

We offer flexible benefits. Ask us about the details!

Who thrives here

You’re hard-working, intellectually honest, collaborative, and accountable. You’re empathetic and process-driven, and you’re passionate about patient quality. You stay positive and curious, and you manage multiple priorities in a fast-paced environment. You’re comfortable working independently and with a team, you're reliable, and willing to learn new tools and technology.

Remote Work and Work Schedule

This is a desk-based role. Most of your day is spent at a computer, working in the EHR systems, email, internal messaging, Teams meetings, and the Medplace Platform. Expect regular video (camera on) meetings with clients and your internal team, plus a steady flow of email and internal messaging to keep requests, follow-ups, and escalations moving. Whether you work remotely or hybrid, you’ll need a reliable HIPAA compliant workspace, and a dependable internet connection so you can stay focused and responsive throughout the day. Availability during predictable daytime hours is desired and is determined on a candidate time zone location and considerations. Additionally, there is consideration to perform a large portion of work during daytime hours and then flexibility to have some asynchronous hours dedicated to encounter retrieval depending on the candidate's needs.

Priority given to candidates in the following states: US Candidates only, Phoenix (hybrid role), Arizona, Missouri, and North Carolina,

Expected Pay Range: $42,000 to $58,000 per year, depending on credentials and experience plus other notable benefits