Clinician Support Agent: Tier II


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Grand Rounds
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Customer Support team is responsible for multiple areas of the member/clinician experience. We support our members in every way possible, as well as work with our staff of clinicians, to ensure they have the necessary support to deliver stellar care. In this fast-paced role, your primary responsibilities will entail communication with Doctor On Demand clinicians. You will be assisting in care of patients and communication with the healthcare team.


  • Respond to calls, emails, and live chats from members & clinicians regarding scheduling, prescriptions and other health care coordination needs
  • Provide support to clinician staff, to ensure patients obtain the appropriate care in a timely manner
  • Identify and escalate priority issues that need immediate attention via established pathways and follow up if needed
  • Clinician tier 1 technical troubleshooting to clinicians and members
  • Assist in clinician and patient scheduling needs
  • Be self-motivated enough to complete tasks without being prompted
  • Willing to work flexible hours which may include evening or weekend shifts


  • Call center experience related to pharmacy or health care platform
  • Exceptional customer service skills
  • Experience working with web based systems
  • Ability to type 50+ WPM
  • High school diploma or equivalent.
  • Mac experience
  • 3-5 years of experience in healthcare and/or contact centers
  • Knowledge of Healthcare and medical terminology
  • Experience handling inbound support inquiries via phone, email, and chat preferred
  • HIPAA certified
  • Telecommuting experience is a plus but not required

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.
About Grand Rounds Health, Doctor On Demand and Included Health:Grand Rounds Health, Doctor On Demand and Included Health merged in 2021 to form the first of its kind integrated virtual care company to raise the standard of healthcare. Our personalized, longitudinal care services include primary care, specialty care, integrated behavioral health, everyday and urgent care, chronic condition management and prevention and 24/7 triage. We get members to the right care, at the right time through ongoing clinical navigation, expert medical opinions and care coordination.
Partnering with leading employers and health plans, we deliver unparalleled, end-to-end care. Our combined nationwide practice of dedicated clinicians and innovative data science and technology platforms provide better care experiences, better member satisfaction, and better outcomes and cost savings for our nearly 100 million covered lives across commercial, Medicare and Medicaid. 
Headquartered in San Francisco, the combined company has been recognized as a 2020 UCSF Digital Health Award winner for Employer Wellness and 2021 Best Workplaces in Healthcare and Biopharma™ by Great Place to Work and Fortune. Learn more at and
-----Grand Rounds Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Grand Rounds Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.
Job region(s): Worldwide/Anywhere
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