Client Support Specialist

Infinit-O is the trusted, customer-centric, and sustainable leader in Business Process Optimization. We empower finance and healthcare organizations to thrive in a digital-first world by combining specialized industry expertise and innovative technology for 20 years. We navigate complex industry landscapes to drive transformative outcomes, helping businesses streamline operations, enhance customer experience, and achieve sustainable growth backed by a world-class Net Promoter Score of 75. Our approach combines operational efficiency with a human-centered ethos, ensuring sustainable value creation for our clients and team members. As a Certified B Corporation, Infinit-O is committed to the highest standards of social and environmental performance, accountability, and transparency. We embed these values into every aspect of our operations—aligning business success with a positive impact on our clients, people, and communities. Our commitment to Diversity, Equity, and Inclusion (DEI) is integral to our mission. We believe that building inclusive, equitable teams is not only the right thing to do—it is also essential for driving innovation and better business outcomes. We actively promote equal opportunity through inclusive hiring practices, continuous learning programs, and regular equity assessments to ensure a fair and empowering workplace for all. About the Role: The Client Support Specialist (CSS) serves as first-tier support for new and existing clients, providing a high level of customer service and follow-through for the administrative tasks for the providers’ independent businesses. They will participate in company-wide workflows geared toward supporting the entire provider group. They will become an expert on all relevant administrative needs of the clients we serve and will provide a high level of customer service to providers as well as the clients. The CSS will be a supportive driver for the growth of the company as the providers’ ability to practice productively and efficiently will contribute greatly to the company’s success. This role requires proactive communication and the ability to critically think through what each individual prescriber, provider, and client needs in order to manage their client load effectively. This role will rely heavily on detailed and thorough organizational systems and documentation, in addition to creativity and follow through when solving problems. The CSS should be knowledgeable, resourceful, analytical, adaptable, and organized with the ability to build rapport with customers, while also upholding the goals of the department and business. Key Responsibilities - • Scheduling & Coordination: o Follow established scheduling procedures to ensure accuracy of client demographics, insurance verification, and collection of balances due. o Schedule appointments for existing clients, maximizing provider availability, and reducing scheduling gaps. o Coordinate with intake and scheduling managers/leads to resolve scheduling conflicts and ensure timely follow-up on pending appointments. o Monitor and manage the scheduling voicemail box, checking messages regularly and responding promptly to client and provider inquiries. • Client & Provider Support: o Respond promptly to scheduling inquiries via phone and email, providing clear and professional communication. o Assist clients and providers with technology troubleshooting related to scheduling platforms, patient portals, and telehealth modules. • Collaboration & Documentation: o Maintain detailed records of scheduling activities and client interactions in compliance with HIPAA guidelines. o Communicate effectively with the General Manager and Intake & Scheduling Managers to address scheduling challenges and implement solutions. Requirements Qualifications & Requirements - • Experience: o 1-2 years of experience in Customer Service, BPO, Virtual Assistance, or front-desk coordination. (Prior experience in medical scheduling or handling health insurance is a huge advantage but not mandatory). • Communication Skills: Good verbal and written English communication skills. Comfortable handling phone calls, checking voicemails, and drafting professional, clear emails to clients and providers. • Technical Skills: o Basic computer literacy (Microsoft Office, Google Workspace). o Tech-savvy enough to learn healthcare/scheduling platforms and basic troubleshooting (e.g., helping a client navigate a telehealth link or login portal). • Soft Skills & Attributes: o Attention to Detail: Ability to accurately input client demographics and insurance information without errors. o Problem-Solving: Resourceful and analytical when handling scheduling conflicts or technical glitches. o Organizational Skills: Capable of multitasking between managing voicemail boxes, emails, and active calendar scheduling. o Work Setup: Willing to work on a night shift/US business hours schedule