Changing Lives Together

Join The 2nd.MD Team

Clinical Personal Local Support Specialist
Company Description:

2nd.MD is an innovative, fast-growing, technology-driven healthcare services company that has rapidly become the largest provider of second opinion services in America. We provide our members the ability to connect to the best doctors in the world via our proprietary technology platform, rendering expert medical second opinions to anyone battling pain or disease. Our internal team delivers a concierge experience, from initial contact through medical records retrieval and storage to video consult scheduling and post-consult follow-up. And our clients include Fortune 50 companies and some of America's largest healthcare plans. 

Over the past twelve months, we've grown by 80% in revenue and consult volume, and we are expecting even more rapid growth over the next twelve months. Our growth is the direct result of our ability to outperform our competitors in the marketplace in terms of both speed and quality.  We have a panel of over 400 specialists who are some of the best doctors in their fields in the world, and we have strategic institutional partnerships with some of the top medical facilities in the world. And our proprietary internal technology platform powers our member experience, our case management, and our video consults, enabling us to deliver quality consults much more quickly than our competition. We have a significant full-time technology team on staff, and we're constantly innovating and improving our platform. In fact, we're as much a technology company as a we are a healthcare company!

As a result of our people and our technology, we provide our members a superior service to other second opinion offerings, with an average net promoter score of 87 (higher than that of Apple and Nieman Marcus) for the first four months of this year. And members get their consult summaries - accessible to them via our website portal - less than twenty-four hours after the consult happens. Everything we do is digital, driven via our web portal or our app ... no mailed opinions or paper-based services! Digital is in our DNA, and we're taking every opportunity to leverage technology as we move forward.

Though we are a profitable company, we recently secured a strategic investment from a well-known family office in order to give us additional capital and expertise to power our future growth. We've recently had great success in bringing on some of America's largest health plans as our clients, and they have been critical partners in expanding the distribution of our service. 

We are a passionate group of individuals who get excited about using technology to revolutionize healthcare.  And it is a fascinating time in our company’s history as we scale up for rapid growth.

Our company mission is to make it unthinkable to battle pain or disease without the help of 2nd.MD. Our purpose is to save and improve lives, every day. In everything we do, we strive for our service to be warm, effortless and momentous in the lives of those we help. If this speaks to your character and interests, we would love to hear from you.

Job Description:

Summary/Objective:  The Clinical Personal Local Support Specialist is responsible for the receipt of requests for assistance with identification of new personal local support resources (I.e. new physicians and clinical resources), investigation of available local providers/resources, and delivery of said recommendations to the member or care team representative. 
Location: Houston, TX
Reports To:  Lead Local Personal Local Support Specialist / Director Clinical Operations

  • Promotes the mission, vision, and values of the organization
  • Clinical intake to evaluate the most appropriate clinical specialty type for a new (De Novo) request
  • Receive requests for member assistance regarding Personal Local Support (PLS) or community resources
  • Investigation of requests to identify additional information needed, or additional resources that could/should be offered
  • Research of local providers or resources to evaluate: Insurance network coverage, quality measures, geographic alignment, and alignment with other stated member needs such as language, gender, and availability
  • Collection and dissemination of pertinent medical records (as needed) to support continuity of care
  • Facilitation of scheduling through sharing of collected information to involved parties, and/or direct assistance with initial appointment scheduling
  • Member follow up post recommendation to evaluate member satisfaction, resolution of request, and identification of additional support/resources needed
  • Additional duties as assigned I.e. cross coverage between departments with transferable skills sets
  • Licensed Vocational Nurse (LVN) or Registered Nurse (RN or BSRN) degree & active licensure
  • Medical terminology proficiency
  • Good written and spoken communication
  • Computer (Mac) proficiency 
  • Good critical thinking and prioritization capabilities


Additional Information:

All your information will be kept confidential according to EEO guidelines.

Physical Demands/Working Conditions:

  • This job operates in a professional office environment.  This role routinely uses standard office equipment such as computers, phones, printers, and filing cabinets.
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.  
  • This is a full-time position, and general hours of work and days are Monday through Friday, 8:30 a.m. to 5:00 p.m.  This position requires some flexibility for tight deadlines.
  • Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.