- Respond to patient, caregiver, and provider inquiries across phone, SMS, email, and chat.
- Explain order status, insurance requirements, and documentation needs clearly.
- Take ownership of patient issues and follow through until resolution, coordinating across internal teams.
- Handle inbound and outbound calls with professionalism and compassion.
- Flag recurring patient questions and workflow gaps to help the team improve processes.
- Maintain clear and organized documentation.
- Escalate issues thoughtfully with clear and seamless handoffs.
- Utilize AI-assisted support workflows and feedback tools.
- Adapt to evolving workflows and tools as the business scales.
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