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Salary: USD 50,000 - 50,000 / annual
Ophelia is a venture-backed telehealth startup providing FDA-approved medication and clinical care for opioid use disorder (OUD) across 16 states. As a Patient Support Specialist Care Coordinator, you will be one of the first team members patients interact with, playing an integral role in creating a superior patient experience and supporting Ophelia's mission to make evidence-based OUD treatment accessible to everyone.
You will work directly with patients to remove barriers to care throughout their treatment journey, following defined processes and protocols aligned with Ophelia's Care Model. Your responsibilities include:
- Resolving prescription and insurance/pharmacy authorization issues
- Investigating and solving barriers to timely medication access
- Advocating with pharmacies and obtaining prior authorizations from patients' health insurance plans
- Collecting required documentation to enable Ophelia's clinical team to coordinate care with external healthcare providers
- Providing quality referrals and patient support across multiple communication channels
- Engaging with multi-disciplinary teams including Patient Engagement Coordinators, Enrollment Coordinators, Financial Counselors, Clinicians, and Compliance partners
- Maintaining professional documentation with high attention to detail while ensuring confidentiality and compliance
- Working autonomously and collaboratively within established procedures
You will become an expert in various technology platforms and communication channels used by Ophelia to support patients. This role reports to the Patient Support Specialist Lead Care Coordinator.
Schedule: Sunday 8:30am–4:30pm ET; Monday–Thursday 10:30am–6:30pm ET. Remote work anywhere in the United States.
Qualifications:
- Experience delivering outstanding patient experience or customer support, ideally at a consumer-focused healthcare company in a telehealth capacity
- Working experience and knowledge of patient advocacy with pharmacies, obtaining prior authorizations, and maintaining patient records
- Practice active listening, empathy, and solution-focused approaches to collaboratively engage with patients
- Strong organizational skills and keen eye for detail in maintaining patient records and accuracy
- Bias for action: proactively taking on work, swiftly implementing solutions, achieving results efficiently
- Resilience and adaptability to frequent change in a startup environment
- Flexibility to work evenings and/or weekends as needed
- Proficiency in written communication and professional documentation
