Clinical Support Coordinator

The Role

As a Clinical Support Coordinator at Enara, you will play a critical role in delivering a seamless and supportive member experience, providing personalized, empathetic assistance throughout every stage of the member journey. This role bridges member support, provider support, and billing functions, ensuring clear communication, efficient coordination, and accurate resolution of inquiries across all touchpoints.

You will serve as a trusted resource for members, acting as the primary point of contact for general inquiries related to their care, membership, insurance, and billing. This includes responding to inbound calls, messages, and emails in a timely and compassionate manner, helping members navigate their care plans, and ensuring they feel supported and informed throughout their experience. You will also manage and resolve billing and insurance-related concerns, including explaining benefits, reviewing claims, clarifying patient financial responsibilities, and coordinating with the Revenue Operations team to ensure accurate and timely resolutions.

In addition, you will play a key role in care coordination by supporting providers with essential clinical and administrative tasks. This includes submitting prior authorizations and appeals for medications, drafting letters of medical necessity and primary care provider letters, triaging faxes received through EHR, processing medication refill requests on behalf of providers, requesting and obtaining external medical records, and placing lab orders and referrals within the EHR to facilitate continuity of care. You will work closely with internal teams to ensure all clinical documentation, orders, and follow-ups are completed efficiently and accurately.

This position is essential in maintaining a high standard of operational excellence while upholding Enara’s commitment to delivering compassionate, patient-centered care. Your ability to balance member needs, billing accuracy, and provider support will directly contribute to improving outcomes and advancing Enara’s mission to revolutionize healthcare and address the obesity epidemic.

• Member Communication & Support: Serve as the primary point of contact for all member inquiries across billing, insurance, and general support. Manage inbound calls, voicemails, app messages, and emails with empathy, professionalism, and accuracy, ensuring timely responses that enhance member satisfaction and retention.

• Billing & Issue Resolution: Address and resolve billing, insurance, and membership-related concerns by investigating issues, providing clear explanations, and coordinating with the Revenue Operations (Rev-Ops) team as needed. Ensure all concerns are handled efficiently with a focus on accuracy and member understanding.

• Triage & Cross-Functional Collaboration: Assess incoming inquiries and route them to the appropriate internal teams when necessary. Collaborate closely with Rev-Ops, clinical, and other departments to ensure seamless handling of member needs and timely resolution of issues.

• Escalation Management: Handle escalated cases with professionalism and empathy. Partner with internal teams to resolve issues effectively while maintaining clear and consistent communication with members.

• Follow-Up & Case Closure: Proactively monitor open inquiries, tickets, and escalations, providing regular updates to members until full resolution is achieved. Maintain a closed-loop communication process to ensure no concern goes unresolved.

• Appointment Scheduling & Coordination: Support member engagement by scheduling and coordinating appointments efficiently, ensuring alignment with care plans and optimizing the member experience.

• Membership Changes & Termination Support: Manage sensitive conversations regarding membership cancellations, suspensions, or changes with care and professionalism, ensuring members feel supported and respected throughout the process.

• Feedback Collection & Continuous Improvement: Gather and analyze member feedback related to both support and billing experiences. Identify trends and opportunities for improvement, contributing to enhanced processes and overall service quality.

• Documentation & Data Integrity: Maintain accurate, detailed, and up-to-date records of all member interactions, inquiries, and resolutions within internal systems to ensure continuity of care and operational efficiency.

• Prior Authorizations & Appeals: Submit prior authorizations and appeals for medications to ensure timely access to prescribed treatments.

• Clinical Documentation: Draft letters of medical necessity and primary care provider letters to support patient care and insurance requirements.

• EHR & Fax Management: Triage and manage faxes received through the EHR to maintain organized and accurate clinical records.

• Medication Management: Process medication refill requests on behalf of providers to support continuity of care.

• Medical Records Coordination: Request and obtain external medical records to ensure complete patient information is available for clinical decision-making.

• Lab Orders & Referrals: Place lab orders and referrals within the EHR to facilitate timely testing, follow-ups, and coordination across care teams.

• Empathy and Professionalism: Demonstrate a high level of empathy and professionalism in all member interactions, particularly during challenging conversations.

• Effective Communication: Strong verbal and written communication skills are essential for providing clear, concise, and accurate information to members and internal teams.

• Adaptability: The healthcare landscape is ever-evolving. Your flexibility and willingness to embrace change are vital as we innovate and improve our services. 

• Problem-Solving: Ability to think critically and provide solutions to member and billing-related issues, contributing to a seamless member experience.

• Team Collaboration: Work effectively across all departments and other teams to resolve member issues efficiently and maintain a high standard of service.

• Healthcare Experience: At least 3 years of experience in a healthcare setting. 

• Appointment Scheduling: Required experience in managing and coordinating appointments effectively, understanding the logistics and nuances of medical scheduling. 

• Patient Escalations: Experience in handling patient escalations, demonstrating the ability to resolve issues professionally and maintain high levels of patient satisfaction. 

• Knowledge of Healthcare Billing: Basic understanding of healthcare insurance, billing procedures, and common billing issues.

• Customer Service Experience: Proven experience in a customer service or patient support role, preferably in a healthcare or contact center environment, managing inquiries through phone calls, emails, and live chat.

• Language Skills: Proficiency in English/Spanish/Arabic is preferred.