Practice Support Specialist (Temporary)

Life at aptihealth

The aptihealth team is comprised of healthcare, data science and technology experts passionate about transforming behavioral healthcare. aptihealth is a digital technology platform with an affiliated medical group that makes it easier for people to access speedy high quality behavioral healthcare at the right place and right time. The technology enabled provider group reaches people who need care, engages them in care, follows their care journey, and demonstrates improved outcomes. Everything we do at aptihealth is centered on our mission to revolutionize care and to ensure that the millions of people who need fast access to quality behavioral healthcare receive it. As a curious and collaborative teammate, someone excited about tackling the hard problems in healthcare and technology, you will play a key role in making that mission a reality. Together, we’ll create and innovate transformative behavioral healthcare – for millions of people.

What We Offer

• The opportunity to make life better for millions of people
• An environment of positive and super smart colleagues
• Turning innovative ideas into real-world results
• Encouraging curiosity and collaboration
• Priding ourselves in being diverse and inclusive
• Fostering a company of trust & accountability
• Investment in our team with continuous learning opportunities

Role

As a Practice Support Specialist, you will serve as a key point of contact for patients, referring partners, and internal staff. You’ll manage incoming phone calls, respond to inquiries, and route communications as appropriate. You’ll also monitor and resolve electronic support tickets, ensuring timely follow-up and clear, professional communication. 

In this role, you’ll support a range of administrative tasks, including verifying benefit eligibility, coordinating scheduling and rescheduling, and maintaining accurate and up-to-date insurance records. 

You’ll play an essential role in enhancing the experience of everyone who interacts with aptihealth by delivering thoughtful, efficient, and empathetic support throughout the care journey. 

Requirements

• High School diploma or GED required; Associate degree strongly preferred
• 1-2 years of experience in a customer service or call center role
• Excellent verbal and written communication skills
• Strong problem-solving abilities and a commitment to follow-through and ensure a positive outcome for patients, partners, and team members
• Highly organized with strong attention to detail; ability to manage multiple tasks simultaneously
• Comfortable navigating multiple software platforms and web-based applications
• Reliable internet connection required for remote work
• Ability to work in a HIPAA-compliant manner with sensitive and private data, including maintaining a secure and confidential workspace
• Empathetic and clear communicator, able to support a wide range of patients and partners
• Self-motivated and able to work both independently and collaboratively
• Capable of adapting in a small, fast-paced team environment where processes may evolve quickly
• Prior experience in a medical or behavioral health setting is a plus
• Experience using Zendesk or similar ticketing systems preferred

Responsibilities

• Answer incoming phone calls and respond to inquiries, complaints, and support requests from patients, partners, and internal staff
• Provide accurate, clear information about aptihealth’s services and offerings
• Manage customer-service tickets, complete related tasks, and follow up to ensure timely resolution and a positive experience for the requester
• Collaborate with cross-functional teams, including Clinical, Billing, Care Coordination, and other teams to ensure smooth handoffs and timely resolution of requests
• Triage and escalate urgent issues to the appropriate team; follow up with requester by phone or email once a resolution is available
• Confirm and update key patient information, including insurance eligibility, contact details, and other demographics to ensure accuracy across systems
• Support patients with scheduling, rescheduling, registration, platform access, and other needs that may arise throughout their care journey
• Respond to medical record request inquiries, ensuring timely processing in accordance with company policies and regulatory requirements
• Accurately document all interactions in accordance with standard operating procedures; including updating relevant chart data and notes

Job Type: Temporary/Full-time (40 hours/week) 
Duration: 6 months, with potential to transition to a permanent full-time role 
Pay Rate: $25/hr 
The final pay-rate may vary based on qualifications and relevant experience. 

About aptihealth

aptihealth, inc. is a behavioral health engagement company that seamlessly integrates physical and behavioral healthcare. Our platform connects medical providers, behavioral health specialists and patients with our proprietary assessment and treatment management protocols to get and keep patients healthier faster. aptihealth’s structured therapy programs are centered on its proprietary 15 Life Domain Clinical Framework© that efficiently provides collaborative care teams with the most thorough understanding of a patient’s behavioral health needs. The aptihealth platform connects patients and their care teams with licensed behavioral health specialists who provide 90-day and extended care therapy by phone or video supported by an easy-to-use consumer friendly digital experience. The aptihealth program is evidenced to get individuals into therapy faster and clinically proven to improve both behavioral and medical outcomes while lowering overall cost.

At aptihealth, we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our team, products and community. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know by contacting us.

To all recruitment agencies: aptihealth does not accept agency resumes. Please do not forward resumes to us, our team members or any other organization location. aptihealth is not responsible for any fees related to unsolicited resumes.

For more information, please contact us at:

aptihealth, inc.
1785 Route 9
Clifton Park, NY 12065