Medical Email Support Specialist

I need a reliable professional to take full ownership of our patient-facing email inbox and turn every complaint into a positive experience for our practice. All incoming messages are strictly complaint-related, so your focus will be on calming upset patients, explaining next steps, and documenting every interaction inside our EMR system.

Your day-to-day work will include:
• Monitoring the shared inbox during business hours and replying within two hours
• Investigating each issue by checking the patient’s chart in the EMR and, when necessary, coordinating with clinical staff before answering
• Drafting clear, empathetic responses that resolve the concern or secure a follow-up appointment
• Recording a concise note of the exchange in the patient’s record and flagging any safety or escalation items

Must-have skills
• Medical knowledge (to understand terminology, procedures, and regulatory constraints)
• Conflict resolution (you defuse tension and keep conversations solution-oriented)
• EMR handling (you can navigate patient charts, add notes, and respect HIPAA guidelines)

Deliverables I will review each week
1. Inbox response log showing message count, response times, and resolution status
2. EMR notes corresponding to each handled email
3. Brief summary of any escalations or systemic issues you notice

Success looks like 95 % of complaints resolved by email alone and a steady drop in repeat issues over the first month. If you have the required background and can start quickly, I look forward to working together.