Clinical Support Representative (CSR)
Posted on January 22, 2026 (about 6 hours ago)
Clinical Support Representative (CSR)
The Clinical Support Representative (CSR) works within the CX - Practice Administration team as a patient-facing contact center role dedicated to supporting clinical operations and care coordination during business hours. This role responds to inbound patient calls and conducts outbound follow-ups related to prescriptions, prior authorizations, lab and imaging orders, referrals, and other clinical workflow questions.
CSRs work directly within the Electronic Health Record (EHR) to review patient charts, understand the status of clinical orders and prescriptions, document patient interactions, and route requests to the appropriate clinical teams. CSRs do not provide medical advice or perform licensed clinical tasks, but ensure patients receive timely, accurate information and that clinical requests are properly documented and escalated.
Business impact
This role serves as an operational bridge between patients and Medical Assistants, RNs, and providers—reducing clinical inbox volume, improving response times, and enhancing the overall patient experience.
Patient Communication & Support
- Serve as the primary contact for inbound patient calls routed through PSRs and/or AI phone tree routing (clinical phone tree option).
- 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.
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.
- Track outstanding requests and follow up to ensure timely resolution.
Workflow, Compliance & Quality
- 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.
Scope Of Work & Guardrails
- Do not provide medical advice or clinical interpretation.
- Do not modify treatment plans, prescriptions, or orders.
- Follow defined escalation protocols for all clinical decision-making.
What you will need to succeed
- 2+ years of experience in a healthcare contact center, medical office, or clinical operations environment.
- Experience working with EHR systems (Athenahealth strongly preferred).
- Strong understanding of outpatient healthcare workflows (prescriptions, labs, referrals, prior authorizations); telehealth experience preferred.
- Excellent verbal and written communication skills and high attention to detail.
- Ability to work independently in a remote environment with reliable internet and a private workspace.
- Medical Assistant background or equivalent outpatient clinical experience.
- Experience supporting prior authorizations, referrals, or pharmacy coordination.
- Zendesk or similar contact center platform experience.
What we offer
- $23 /hr
- 100% remote work environment.
- Desirable benefits package, including health, dental and vision, paid holidays, and flexible time off.
Interview process
- Recruiter Screen (30 min)
- Hiring Manager Screen (30 min)
- Team Interviews (30 min)
- Final Interview
Why Join Us?
Midi Health is on a mission to transform care for women in midlife. The company is committed to building a best-in-class team and offers an inclusive hiring approach. Midi Health is an Equal Opportunity Employer and considers all qualified applicants without regard to protected characteristics.
How to apply
Submit your application using the Apply button on this job page (Greenhouse). You may use the "Autofill with MyGreenhouse" option or complete the application form and attach your resume/CV.
Accepted resume/CV file types: pdf, doc, docx, txt, rtf.
Important application notes
All official communication from Midi Health will come from an @joinmidi.com email address. Midi Health will never ask for payment of any kind during the application or hiring process. If you receive any suspicious communication claiming to be from Midi Health, report it immediately by emailing [email protected].