Clinical Support Representative (CSR)

Patient Communication & Support:

• Serve as the primary contact for inbound patient calls.
• Answer patient questions regarding prescription status, prior authorization progress, and referral status.
• Provide clear, empathetic explanations using approved scripts and workflows.

Clinical Coordination (Non-Clinical):

• 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.

Workflow, Compliance & Quality:

• Follow standardized workflows to determine when to resolve, route, or escalate inquiries.
• Maintain strict adherence to HIPAA and PHI handling requirements.
• Participate in training, QA reviews, and continuous improvement initiatives.