Client Support Specialist

📋 Description

• • Be the reassuring voice on the other end of the line for thousands of families navigating speech therapy for the first time. As Expressable’s Client Support Specialist, you will serve as the single most important touchpoint between our virtual speech-therapy practice and the patients we serve, guiding them from initial curiosity to confident, long-term engagement.
• • Own the full patient journey: greet new families during intake, schedule their first (and follow-up) appointments across multiple time zones, verify insurance benefits in real time, and demystify Explanation of Benefits, co-pays, and CPT codes so caregivers never feel lost in healthcare bureaucracy.
• • Provide multi-channel, empathetic support via phone, email, and live chat—often juggling several conversations at once—while maintaining HIPAA-compliant documentation in our CRM/EHR. Your notes become the single source of truth for clinicians, billers, and technical teams.
• • Educate patients on how to use Expressable’s proprietary e-learning platform, walking them through thousands of home-based learning modules and ensuring they understand how daily practice accelerates their child’s progress. Translate clinical jargon into plain language that empowers parents to become champions of their loved one’s success.
• • Troubleshoot real-time technical issues—login problems, video-call glitches, insurance claim rejections—balancing speed with accuracy so no child misses a session. When an issue exceeds your scope, you will seamlessly escalate to our clinical, billing, or technical teams and circle back to the family with a resolution plan.
• • Monitor daily queues and dashboards to spot trends: recurring insurance denials, platform friction points, or scheduling gaps. Proactively surface insights that help product, operations, and clinical leadership refine workflows and improve patient satisfaction.
• • Champion continuous improvement by testing new CRM automations, suggesting knowledge-base articles, and piloting chatbot scripts that reduce wait times without sacrificing the human touch.
• • Collaborate cross-functionally with speech-language pathologists, revenue-cycle specialists, and software engineers in a fully remote, Slack-driven environment. Your feedback directly influences product roadmaps and clinical protocols.
• • Maintain strict adherence to HIPAA, PCI, and Expressable security standards, treating every patient record as if it were your own family’s.
• • Participate in weekly team huddles and monthly training sessions to stay current on insurance regulations, platform updates, and evidence-based communication strategies that enhance caregiver engagement.
• • Contribute to a culture of empowerment, integrity, innovation, collaboration, and diversity—values that shape every policy, tool, and conversation at Expressable.
• • Enjoy the flexibility of a 100 % remote role while aligning your daily schedule to PST, CST, or EST business hours, ensuring families can reach you when they need you most.