Patient Support Specialist

About the role

Are you looking for a role in a company that's solving one of the greatest challenges of our lifetime? Ophelia helps people end their opioid use and restore their quality of life with respect for their time and dignity. Our mission is to make evidence-based treatments for opioid use disorder (OUD) accessible to everyone... and we're looking to bring more people onto our team to help us achieve it. Ophelia is a venture-backed, healthcare startup that helps individuals with OUD by providing FDA-approved medication and clinical care through a telehealth platform. Our approach is discreet, convenient, and affordable. We've been successfully operating in 16 states for almost six years and we're excited to continue our growth. We are a team of physicians, scientists, entrepreneurs, researchers and White House advisors, backed by leading technology and healthcare investors working to re-imagine and re-build OUD treatment in America. About The Role (Please note that this position will require a consistent schedule of Sunday - Thursday. The hours are: Sunday: 8:30–4:30pm ET; Monday through Thursday: 10:30–6:30pm ET.) As one of the first members of the Ophelia team that a patient will interact with, our Care Coordinators are integral to creating a superior patient experience that supports Ophelia's ability to grow and achieve our mission. As a Patient Support Specialist Care Coordinator you will work directly with patients to remove barriers to care throughout the lifecycle of the patient journey. The support provided is in alignment with our Ophelia Care Model and CC (Care Coordination) Service Offering, intended to keep patients in care and improve patient outcomes. In this role, you will follow defined processes and protocols that ensure our patients receive consistent, high-quality care. You will engage directly with Ophelia patients providing support across a wide range of areas including timely access to medication by investigating and solving prescription barriers, patient advocacy with pharmacies, obtaining prior authorizations from a patient's health insurance plan, collecting required documentation to allow members of Ophelia's clinical team to coordinate care with external health care providers and providing quality referrals. To be successful in this role you must be proficient in leading effective communication, collaboration, coordination, and clear and concise documentation amongst multiple internal and external partners and agencies. You will become an expert in various technology platforms and channels of communication that Ophelia team members use to support our patients. This role reports to the Patient Support Specialist Lead Care Coordinator. In this role you will: - Use effective written skills, with a high level of attention to detail, to complete professional documentation and to interact with patients, clinicians and external stakeholders through various communication channels to deliver patient-centered care in a safe and compliant manner - Resolve issues related to prescriptions and insurance/pharmacy authorizations - Interact and problem-solve with multi-disciplinary teams such as Patient Engagement Care Coordinators, Enrollment Coordinators, Financial Counselors, Clinicians, clinical team members, and Legal and Compliance partners - Follow Ophelia's policies and maintain all confidentiality, compliance, and ethical standards - Work autonomously and as part of a team within established procedures and practices - Consistently practice our cultural values: champion our patients, communicate with kindness, learn and share freely, and get results We're looking for someone who has: - Practice active listening, empathy, and solution-focused approaches to collaboratively engage with patients needing support - 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 - Strong organizational skills and a keen eye for detail maintaining patient records and accuracy in responses - A bias for action and getting things done: proactively taking on work without prompting, swiftly implementing solutions, and achieving results efficiently and effectively - An aptitude for resilience and adaptability to change that is frequent in a start-up environment - Flexibility to work some combination of evenings and or weekends Our Benefits Include: - Remote work anywhere in the United States - Competitive medical, vision, and health insurance (many plans are fully covered for the employee!) - 20 days of PTO per year - 10 company holidays - 401k Contribution Platform - Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others! #LI-Remote Ophelia Compensation Overview - We set compensation based on the level and skills required for the role. We value pay transparency and equity, and are committed to fair pay. In order to prevent pay disparities and reduce time spent in negotiations, we take a “first and best” offer approach: this means we’re not holding any compensation back from our candidates, and you can feel confident that our pay is fair and does not vary based on the strength of someone’s negotiation skills. - Compensation is dynamic at Ophelia: as long as the company performs well and meets our targets, there will be opportunities for increased compensation annually. We’re happy to discuss this approach and our bands if you have questions during the interview process. Compensation Range $50,000 — $50,000 USD Interested in learning more about Ophelia and this role? Apply to work with us! A Note Before Applying We believe a good hiring process is really just about getting to know each other. That's why we care about getting to know the real you, not a polished, AI-generated version of you. Every application is read by a real person who's genuinely curious about your experiences, your voice, and why this role speaks to you. So as you put together your application, we'd love for it to sound like you . It's the best way for us to get to know each other, and the best way for you to find out if we're the right fit.