Practice Support Specialist (On-Site)

Life at aptihealth

aptihealth is a fast-growing health tech company transforming behavioral healthcare. Our digital platform and affiliated medical group make it easier for people to access high-quality care when and where they need it. You'll join a mission-driven team that's curious, collaborative, and passionate about improving lives through technology and care innovation. Here, ideas turn into action and learning happens every day. We're proud to be named one of the world's top health tech companies of 2025, recognized for advancing digital behavioral healthcare. Together, we're building a better, more accessible future for mental health.

What We Offer

• The chance to make life better for millions of people
• Smart, supportive colleagues who care about what they do
• A place where new ideas quickly turn into real results
• A culture that values curiosity, collaboration, and inclusion
• A team built on trust, accountability, and continuous learning

The Role

As a Practice Support Specialist, you'll be part of our Practice Support team, serving as the first point of contact for patients, referring partners, and internal staff. Most of your day will be spent on the phones, answering calls, listening carefully, and helping patients get the support they need with care and professionalism.

This full-time, in-person role is based in our Clifton Park office, Monday through Friday, 9 a.m. to 5 p.m.

You'll also help manage requests that come in by email and ticketing, verify insurance eligibility, schedule and reschedule appointments, and assist patients with registration or other needs.

This role is all about creating a positive, efficient, and supportive experience for every caller while keeping communication flowing smoothly across the team.

• High School diploma or GED required; bachelor's degree strongly preferred
• Must be able to work on-site in our Clifton Park office
• 1-2 years of experience in a customer service, patient experience, or customer success role
• Empathetic, patient, and professional communicator able to support a wide range of individuals
• Strong problem-solving abilities with a commitment to follow-through and positive outcomes for patients, partners, and team members
• Highly organized with strong attention to detail and ability to manage multiple prriorities
• Ability to work in a HIPAA-compliant manner and maintain confidentiality with sensitive data
• Self-motivated, dependable, and comfortable working both independently and collaboratively
• Adaptable in a small, fast-paced team environment where processes may evolve quickly
• Comfortable using multiple software platforms and web-based applications; experience with Zendesk or similar ticketing systems is a plus
• Prior experience in a medical or behavioral health setting is a plus

Responsibilities

• Answer incoming phone calls and respond to inquiries, complaints, and support requests from patients, partners, and internal staff
• Recognize and appropriately route urgent or crisis-related calls in accordance with established clinical escalation protocols
• Manage support tickets and follow up to ensure timely resolution and a positive experience for each requester
• Collaborate with cross-functional teams, including Clinical, Billing, and Care Coordination, to ensure smooth handoffs and timely resolution of requests
• Verify insurance eligibility and update patient information accurately across systems
• Support patients with scheduling, rescheduling, registration, platform access, and other needs throughout their care journey
• Respond to medical record requests in a timely manner and in accordance with company policies and regulatory requirements
• Document all interactions accurately and consistently in accordance with standard operating procedures

Job Type: Full-time / Hourly (40 hours/week)

Location: On-site at 1785 Route 9, Clifton Park, NY 12065

Working Hours: Monday-Friday, 9 a.m.-5 p.m.

Pay Rate: $25/hr

The final pay-rate may vary based on qualifications and relevant experience.

• Comprehensive Medical, Dental, and Vision plans available
• Paid Time off, Sick Time and Paid Company Holidays
• 401k Retirement Savings Program with 2% Company matching
• Voluntary Life Insurance
• Employee Assistant Program (EAP)

About aptihealth

aptihealth, inc. is a behavioral health engagement company that seamlessly integrates physical and behavioral healthcare. Our platform connects medical providers, behavioral health specialists and patients with our proprietary assessment and treatment management protocols to get and keep patients healthier faster. aptihealth's structured therapy programs are centered on its proprietary 15 Life Domain Clinical Framework that efficiently provides collaborative care teams with the most thorough understanding of a patient's behavioral health needs. The aptihealth platform connects patients and their care teams with licensed behavioral health specialists who provide 90-day and extended care therapy by phone or video supported by an easy-to-use consumer friendly digital experience. The aptihealth program is evidenced to get individuals into therapy faster and clinically proven to improve both behavioral and medical outcomes while lowering overall cost.

At aptihealth, we don't just accept difference-we celebrate it, we support it, and we thrive on it for the benefit of our team, products and community. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know by contacting us.

To all recruitment agencies: aptihealth does not accept agency resumes. Please do not forward resumes to us, our team members or any other organization location. aptihealth is not responsible for any fees related to unsolicited resumes.

For more information, please contact us at:

aptihealth, inc.

1785 Route 9

Clifton Park, NY 12065