What are the responsibilities and job description for the Clinical Specialist position at Rx Redefined?
About the role
The Clinical Specialist serves as a key partner to both customers and internal teams by supporting patient escalations, customer launches, staff training, and ongoing account performance. This role combines clinical knowledge, operational support, customer relationship management, and compliance expertise to ensure providers and patients have a seamless experience with Rx Redefined.
The ideal candidate is proactive, highly organized, and comfortable balancing patient support, customer engagement, data analysis, and clinical documentation review.
What You’ll Do
- Serve as the first line of support for patient escalations across assigned customer accounts
- Support customer launches, including onsite training and engagement with clinical and support staff as needed
- Serve as a subject matter expert on Rx Redefined’s platform, DMEPOS products, workflows, and EMR systems
- Execute tactical components of the Prescription Navigation strategy and escalate performance concerns to the account team
- Partner closely with the account team to drive customer success and optimize account performance
- Conduct onsite visits, support new staff training, and assist with execution of strategic initiatives
- Review account data and performance reports to identify trends, gaps, and opportunities for improvement
- Utilize EMR systems to communicate with customers, coordinate support activities, and manage follow-up tasks
- Review patient charts and documentation to ensure compliance standards are met and act as an escalation point for documentation concerns
- Support customers through operational challenges while maintaining a high level of service and responsiveness
- Collaborate cross-functionally with Sales, Operations, Implementation, Revenue Cycle, Customer Success, and other internal teams to ensure alignment, streamline workflows, and drive strong customer outcomes
- Contribute to cross-functional initiatives and help improve processes that enhance the customer and patient experience
Who You Are
- Active RN or LVN license preferred but not required
- 3 years of experience in patient care, healthcare operations, or a clinical support role
- Experience working within EMR or EHR systems
- Strong understanding of patient documentation, compliance standards, and clinical workflows
- Proven ability to navigate, troubleshoot, and adapt across multiple EMR platforms such as Epic, Cerner, Athenahealth, and Veradigm
- Experience supporting large, high-volume customer accounts, including enterprise healthcare systems and medical groups
- Experience with DME distribution, nursing informatics, or healthcare technology is strongly preferred
- Startup, digital health, or high-growth healthcare experience is a plus
- Exceptional time management skills with the ability to manage a high-volume workload across multiple time zones
- Strong communication and relationship-building skills with the ability to support both customers and internal stakeholders
- Comfortable analyzing data, identifying trends, and making recommendations for improvement
- Highly organized with strong attention to detail and follow-through
- Proficient with Google Workspace, Microsoft Office, Google Sheets, and Excel
- Ability to adapt and thrive in a fast-paced, evolving environment with changing workflows and priorities
- Comfortable traveling for onsite visits, customer implementations, and training support as needed
Physical Requirements
- Ability to work in a variety of environments, including office settings, medical practices, and customer sites
- Prolonged periods of sitting and working on a computer
- Ability to move quickly throughout medical offices and customer locations during onsite visits and implementations
- Comfortable managing multiple emails, calls, and priorities throughout the day
- Ability to lift up to 30 pounds when needed
Benefits & Perks
- Medical, dental, and vision coverage - 100% of the employee premium is covered by Rx Redefined
- Professional growth - be part of a high-growth team where you’ll learn quickly and see the impact of your work
- Unlimited PTO
ADA/EEO: The employer will make reasonable accommodations in compliance with the American Disabilities Act of 1990. Rx Redefined provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.