Midi Health is hiring a Clinical Support Representative (CSR)

Midi Health is hiring a Clinical Support Representative (CSR) to join our CX - Practice Administration team. You will be a vital patient-facing contact center role dedicated to supporting clinical operations and care coordination during business hours, responding to inbound patient calls and conducting outbound follow-ups related to clinical workflows.

What You'll Do

• Serve as the primary contact for inbound patient calls routed through Patient Service Representatives and/or AI phone tree routing.
• Conduct outbound follow-up calls or texts related to open clinical requests as needed.
• Answer patient questions regarding prescription and pharmacy status, prior authorization progress, lab and imaging orders and scheduling, and referral status and coordination.
• Provide clear, empathetic explanations using approved scripts and workflows.
• Review patient charts in the EHR to understand order, prescription, and referral status.
• Document all patient interactions, requests, and follow-ups accurately in the EHR.
• Route clinical tasks to Medical Assistants, RNs, or providers according to escalation protocols.
• Track outstanding requests and follow up to ensure timely resolution.
• Follow standardized workflows to determine when to resolve, route, or escalate inquiries.
• Maintain strict adherence to HIPAA and PHI handling requirements.
• Meet defined service-level expectations for response time, documentation accuracy, and follow-through.
• Participate in training, QA reviews, and continuous improvement initiatives.
• Partner closely with Patient Service Representatives, Medical Assistants, RNs, and Practice Administration leadership.
• Surface recurring patient issues, bottlenecks, or workflow gaps to leadership.

What We're Looking For

• 2+ years of experience in a healthcare contact center, medical office, or clinical operations environment.
• Experience working with EHR systems.
• Strong understanding of outpatient healthcare workflows (prescriptions, labs, referrals, prior authorizations).
• Excellent verbal and written communication skills.
• High attention to detail and ability to follow structured workflows.
• Ability to work independently in a remote environment with reliable internet and a private workspace.

Nice to Have

• Athenahealth EHR experience strongly preferred.
• Telehealth experience preferred.
• Medical Assistant background or equivalent outpatient clinical experience.
• Experience supporting prior authorizations, referrals, or pharmacy coordination.
• Zendesk or similar contact center platform experience.
• Telehealth or virtual care experience.

Technical Stack

• Electronic Health Record (EHR) systems
• Athenahealth
• Zendesk or similar contact center platform

Team & Environment

You will work within the CX - Practice Administration team, serving as a key operational bridge between patients and Medical Assistants, RNs, and providers.

Benefits & Compensation

• Compensation: $23 /hr
• Health, dental and vision insurance
• Paid holidays
• Flexible time off

Work Mode

This is a fully remote position.

Midi Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.