Clinical Operations Specialist for Empathetic Technical Onboarding and Device Support-Bilingual (English/Spanish Speaking)

Background

Movn Health is looking for a Clinical Operations Specialist to complete technical onboarding and provide device support to facilitate quality and patient satisfaction. Through your timely and empathetic support you will be assisting Movn Health in achieving its mission of equitable access to high quality cardiovascular care. This role involves operational efficiency and proactive, compassionate engagement with patients to support the clinical team. This part-time position is fully remote.

Primary Responsibilities

• Onboard enrolled Movn patients by assisting them with app downloads on their smart devices and device / equipment set up
• Provide empathetic and compassionate device support

Secondary Responsibilities

• Help with onboarding new providers that join the team
• Coordinate with other team members to assist with overflow tasks, ensuring smooth day-to-day operations
• Send faxes to providers with updates on patient progress, as requested by clinical team
• Perform timely and accurate insurance verification for new and returning patients.
• Ensure accurate entry of patient demographic, insurance, and medical data as part of patient record on Movn platforms
• Call patients to confirm upcoming appointments and remind them of necessary pre-appointment tasks (e.g., forms), reschedule appointments as needed.
• Answer inbound calls from prospective patients and address their questions about the Movn program.
• Explain Movn Health’s program details to patients, guide them through the enrollment process, and schedule care manager appointments.
• Ensure that the patient receives a detailed explanation of Movn Health’s services.
• Transfer calls to other team members to facilitate enrollment.

Requirements

• Previous experience in technical support or onboarding roles
• Bilingual in English and Spanish
• 2+ years of medical assistant, care coordination role at a physician or cardiology practice preferred
• Technical Proficiency
  • Smartphone Navigation (iPhone & Android):
    • Proficient in navigating both iOS and Android operating systems, including settings, app installations, troubleshooting, and device management.
    • Familiarity with mobile apps, software updates, and basic troubleshooting.
  • Smartwatch Familiarity:
    • Comfortable with popular smartwatches (Apple Watch, Garmin Watch, etc.).
    • Capable of guiding users through smartwatch setup - syncing with phone and mobile apps, app management, and basic functions (notifications, health tracking, etc.).

• Customer Service Skills
  • Patience & Empathy:
    • Ability to stay calm, polite, and understanding in the face of frustrated or confused users, with a strong focus on providing a positive experience for ongoing care.
  • Clear Communication:
    • Ability to clearly explain technical concepts to non-technical users, both verbally and in writing.
    • Ability to walk users through detailed, step-by-step processes.
  • Active Listening:
    • Skilled in listening attentively to user concerns and ensuring their needs are fully understood before offering solutions.
• Problem-Solving & Research Skills
  • Research & Troubleshooting:
    • Ability to conduct research to solve problems or answer technical questions using available resources (online knowledge bases, Confluence, etc.).
    • Ability to troubleshoot issues related to mobile devices, apps, and smartwatches.
      
  • Attention to Detail:
    • Ability to identify the root cause of technical issues and provide precise custom solutions.
  • Self-Sufficiency:
    • Comfortable with independently researching and resolving problems without direct supervision.
• Organizational Skills
  • Time Management:
    • Ability to handle multiple onboarding tasks simultaneously, ensuring each user receives timely assistance.
  • Documentation & Record Keeping:
    • Ability to document onboarding steps, troubleshooting processes, and customer interactions accurately for future reference.
• Familiarity with Onboarding & Training
  • Comfortable with one-on-one user training via call, video, email, and text.
  • Ability to “read the room” and tailor written onboarding scripts to match each user's needs.
• Tech-Savvy & Continuous Learning:
  • Willingness to stay updated with the latest mobile device features, operating system updates, and smartwatch advancements.
  • Ability to adapt quickly to new technologies and tools relevant to the company’s onboarding process.

• Ability to work in a fast-paced environment with little direction

About Movn Health

Movn Health, is a telehealth cardiovascular services company that is increasing access to cardiac rehab and helping patients recover faster at home through an innovative app-based virtual cardiac rehab program. Our mission to provide equitable access to high quality cardiovascular care so people can live longer, healthier lives. Our program combines evidence-based guidelines, behavior science, remote monitoring and tele-health coaching to engage patients to adopt heart-healthy lifestyles and improve their wellbeing. Our programs were developed in collaboration with Stanford Medicine and is based on 20+ years of research on over 70,000 patients across six randomized clinical trials. Our program has successfully improved cardiac rehab participation rates, member outcomes and lowered readmission at marquee organizations like CDPHP, Kaiser Permanente, Highmark Health Plan, Allegheny Health Network and the Veteran Affairs.