Patient Support Specialist

As a Patient Support Specialist for our online diagnostic platform, you will play a vital role in delivering exceptional customer service and ensuring a positive patient experience. Working in a collaborative office environment, you will anticipate patient needs, apply our communication strategies, and provide direct support to help patients navigate our services.

This role will be required to be in office Monday - Friday 8:00 AM - 5:00 PM EST during the first 90 days of employment. After this period, this role has the potential to be a hybrid role requiring a minimum of two (2) days per week on-site at our Grandville, MI office; candidates must be able to meet these requirements to be considered for the position. Core presence is required during regular business hours, typically 8:00 AM to 5:00 PM ET. This position reports to the Director of Patient Services.

Role and Responsibilities:

Patient Support

• Handling incoming calls, chats, and emails to address patient inquiries.
• Scheduling patient appointments which can include, but is not limited to, medical treatment, mental wellness coaching, and teletherapy treatment programs.
• Complete medical records requests.
• Work within Zendesk and Dr. Chrono to complete administrative tasks.
• Providing information about services to prospective patients.
• Communicate directly with psychologists and medical treatment providers to complete tasks assigned.
• Processing payments, including refunds and creating itemized statements.
• Applying critical-thinking and problem-solving skills to resolve patient needs and concerns.
• Processing requests for the release of medical records.
• Effectively multitasking and prioritizing various responsibilities.
• Collaborating with other departments.
• Maintaining full compliance with HIPAA policies and procedures.
• Contribute to a positive, professional, and patient-centered work environment that reflects the mission and values of Mentavi Health.
• Other duties as assigned.

Required Skills/Abilities:

• Ability to communicate clearly, professionally, and with empathy Strong verbal and written communication, documentation, and interpersonal skills.
• Strong active listening skills and ability to respond appropriately to emotional cues
• Highly adaptable, with the ability to remain accurate and efficient in fast-paced environments.
• Strong time management skills and reliability in a patient-facing environment
• Receptive to feedback, with proven ability to apply coaching for continuous performance improvement.
• Demonstrated emotional intelligence, including empathy, self-awareness, and emotional regulation
• Strong collaboration skills with success in both in-person and remote team settings.
• Technologically proficient; skilled at navigating multiple software platforms simultaneously likeMicrosoft Office and Google Suite applications.
• Knowledge of medical terminology, diagnostic codes, and pharmacology.

• High attention to detail, strong organizational skills, and problem-solving/critical thinking capabilities 

Required Education and Experience:

• High School Diploma/GED
• Minimum of 1 year of experience in a customer-facing, patient-facing, or care-related support role (healthcare, human services, or social services experience preferred)
• Experience interacting with individuals in vulnerable, emotional, or high-stress situations
• Experience following structured workflows, protocols, or scripts while exercising sound judgment
• Basic computer proficiency with the ability to navigate multiple systems simultaneously in a virtual environment

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Manual dexterity to operate a computer and other office equipment.

Equal Opportunity

Mentavi Health is an equal-opportunity employer. We embrace and encourage differences in age, color, disability, ethnicity, gender identity or expression, national origin, physical and mental ability, race, religion, sexual orientation, veteran status, and other characteristics that make our employees unique. We encourage and welcome diverse candidates to apply for any position you are qualified to bring your unique perspective to our team. To be considered for this position, candidates must be legally authorized to work in the United States on a full-time basis. We are unable to provide visa sponsorship (e.g., H-1B, TN, etc.) or consider candidates that are not located in Michigan for this role now or in the future. Verification of employment eligibility will be required at the time of hire.